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" Service design and service thinking in healthcare and hospital management : "
Mario A. Pfannstiel, Christoph Rasche, Editors.
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BL
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| Record Number
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859275
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| Title & Author
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Service design and service thinking in healthcare and hospital management : : theory, concepts, practice /\ Mario A. Pfannstiel, Christoph Rasche, Editors.
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| Publication Statement
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Cham, Switzerland :: Springer,, [2019]
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| Page. NO
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1 online resource
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| ISBN
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3030007499
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: 3030007502
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: 9783030007492
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: 9783030007508
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3030007480
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9783030007485
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| Contents
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Intro; Preface; Contents; Editors and Contributors; About the Editors; Contributors; Service Design as a Transformational Driver Toward Person-Centered Care in Healthcare; 1 Introduction; 2 Service Design in Healthcare; 3 Person-Centered Care; 3.1 Background on Person-Centered Care; 3.2 Transitioning Toward Person-Centered Care; 3.2.1 Context; 3.2.2 Roles; 3.2.3 Process; 3.2.4 Outcomes; 4 Alignment Between Person-Centered Care and Service Design; 4.1 Expert of Oneś Own Life and a Holistic Mindset; 4.2 Co-creation of Value; 4.3 A Shift in Power; 4.4 Focus on Needs Not Only Solutions
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1.3 Lack of Inter- and Intradisciplinarity in the Expert Organization Which Would Foster Innovation2 Why Do Innovation and Patient Centricity Matter in Hospitals?; 3 How Does Design Thinking Fuel Innovation and Patient Centricity?; 4 Case Study: How Can Design Thinking Be Embedded?; 4.1 Using Design Thinking to Conceptualize a New Patient-Centric Pediatric Clinic at the University Hospital of Graz; 4.2 Core Element One: Iterative Design Cycle to Prototype the Solution; 4.3 Core Element Two: An Interprofessional Design Team to Create a Holistic Solution
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3.3 Patient-First Design Extends Clinical Expertise4 Case Study 2: Los Angeles Fire Department Nurse Practitioner Response Unit; 4.1 Empathize, Design, Then Test; 4.2 Identifying Unmet Needs and Improving Access to Needed Care; 5 Conclusion; References; Service Innovation by Patient-Centric Innovation Processes; 1 Why Is Innovation Hard to Pursue in the Hospital Setting?; 1.1 Inconsistent Understanding of the Current Situation as an Impediment; 1.2 Limiting Resources that Prevent the Capability of Being Innovative
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4.2 Experiential Practices and Experiential Legitimacy4.3 Participatory Practices and Social Position; 4.4 Experimental Practices and Proto-institutions; 4.5 Reflective Practices and Reflexivity; 5 Discussion; 6 Conclusion; References; Using Small Step Service Design Thinking to Create and Implement Services that Improve Patient Care; 1 What Is Service Design Thinking?; 2 Big Leap Versus Small Step Service Design; 3 Case Study 1: Patient Appointment System; 3.1 Improving the Patient Appointment Process as a Small Step Service Design; 3.2 How to Build the Case for Different Stakeholders
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5 Catalyzing the Transformation to Person-Centered Care Through Service Design6 Conclusion; References; Changing the Rules of the Game in Healthcare Through Service Design; 1 Introduction; 2 Theoretical Background; 2.1 Service Innovation; 2.2 Institutional Work; 2.3 Service Design; 3 Institutional Work in Healthcare Through Service Design; 3.1 Creating Institutions; 3.2 Disrupting Institutions; 3.3 Maintaining Institutions; 4 Characteristics of Service Design Practices and the Antecedents of Institutional Work; 4.1 Multidisciplinary Practices and Institutional Complexity
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| Abstract
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This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.
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| Subject
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Health facilities-- Business management.
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Health Services Administration.
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Health facilities-- Business management.
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| Dewey Classification
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362.10681
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| LC Classification
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RA971.3.S47 2019
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| NLM classification
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W 84
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| Added Entry
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Pfannstiel, Mario A.
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Rasche, Christoph
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