Service Design Practices for Healthcare Innovation: Paradigms, Principles, Prospects

Description

This book offers an overview of service design practices for healthcare and hospital management. It explores how these practices can help to generate innovations in healthcare and contribute to the improvement of patient-centered care. Respected experts, including scholars from various disciplines and practitioners from healthcare institutions, share essential insights into established research areas, fields of work and work structures, and discuss successful approaches, methods and tools. By illustrating innovative services, products, processes, systems, and technologies, as well as their application in practice, the authors highlight the role of participating stakeholders in service design projects and the added value that comes from sharing, communicating, networking and collaborating.  This book is a must-read for scholars and practitioners in the hospital and healthcare sector. It will also appeal to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience. Preface Introductory Remarks Service Design Practice Types Healthcare Market Healthcare Innovation Contents Editors and Contributors 1 Service Design Within a Multiplicity Logics in Health Care Abstract 1.1 Introduction 1.2 Institutional Logics 1.3 Logics of Care 1.4 Research Through Design 1.5 Conflicting Logics in the Decentralization of Care 1.6 Dynamics Between the Logics of Care 1.7 Positioning Service Design in Practice 1.7.1 Reflecting on the Influence of Institutional Logics 1.7.2 Materializing Tensions in Logics to Spark Reflection 1.7.3 Strengthen Peripheral Logics Through Service Design 1.7.4 Mindful Service Design Amid Multiplicity Acknowledgements References 2 Service Design for Hybrid Market Constellations in Healthcare—From VUCA 2 VUCAR Abstract 2.1 Pitfalls of Aseptic Service Design in Healthcare 2.1.1 Non-Market Forces in Healthcare 2.1.2 Political Impact Management in Healthcare 2.1.3 Asymmetric Knowledge, Impacted Information, and Trust-Based Services 2.2 Service Design Under Septic VUCA Constellations 2.2.1 Toward a Holistic VUCAR Framework for Service Design 2.2.2 VUCAR-1—Volatility, Uncertainty, Complexity, Ambiguity, Radicality 2.2.3 VUCAR-2—Vision, Understanding, Clarity, Agility, Resilience 2.2.4 VUCAR-3—Violence, Unethicality, Crime, Aggressiveness, and Recklessness 2.2.5 VUCAR-4—Volume, Usability, Computation, Ambient IT, Reframing 2.3 Service Design Under Hybrid Market Conditions 2.3.1 Service Designs Without Strategies 2.3.2 Market-Driven Service Designs 2.3.3 Non-Market-Driven Service Designs 2.3.4 Hybrid Service Designs 2.4 Concluding Remarks: From Proposal 2 Profit References 3 Toward a Conceptual Framework of Hybrid Strategies in Healthcare: Co-Alignment of Market and Non-Market Activities Abstract 3.1 In Search of a Holistic View on Healthcare 3.2 5-D Framework as Starting Point for Healthcare Analysis 3.2.1 Managing the 5-D: Change Readiness as a Core Competence 3.2.2 From RRP 2 EID: Competing for the Future in Healthcare 3.2.2.1 Hybrid Strategies and the RRP logic 3.2.2.2 Hybrid Strategies and the EID Logic 3.2.2.3 Co-Alignment of RRP and EID 3.2.3 3-M framework Four Healthcare: Co-Alignment of Medicine, management, and Moral 3.2.4 Hybrid Strategies and the AMLE Framework 3.3 Toward a Holistic Framework 3.4 Conclusion: Hybrid Capabilities for Healthcare References 4 When the Patient Innovates. Emerging Practices in Service Ecosystems Abstract 4.1 Toward a Patient-Driven Innovation Culture 4.1.1 What is Patient Innovation? 4.1.2 Current Challenges and Drivers in the Healthcare Ecosystem 4.1.3 From Co-Design to Co-Production: The Shift in User’s Involvement 4.1.4 Patient-Driven Innovation: A Service Perspective 4.2 Enhanced Patient Role in Service Care: A New Interplay 4.3 Conclusions: Enabling Solutions for a Co-Creating Space in the Healthcare Ecosystem References 5 Negotiating Care Through Tangible Tools and Tangible Service Designing in Emergent Public Health Service Ecosystems Abstract 5.1 Introduction 5.1.1 Public Health, Service Design and Service Ecosystems Design 5.1.2 Focus and Methods 5.2 Related Research 5.2.1 Health, Care and Design 5.2.2 Service Design and the Front End of New Service Development 5.2.3 Recent Developments Within Service Design 5.2.4 Tangibility, Design and Service Design 5.2.5 On Tangible Tools 5.2.5.1 Domains and Components 5.2.5.2 On Affordances, Mediated Action and Service Design 5.2.5.3 Tangible Tools and Service Design 5.2.6 Service Ecosystem Design 5.2.6.1 On a Service Ecosystem Design Perspective 5.2.6.2 Working with a Multi-Level Process Model for Service Ecosystem Design 5.3 An Exploratory Case: Context, Care, and Tangible Tools in Service Design and Public Health 5.3.1 Contextualising the Design Space of Tangible Tools 5.3.1.1 Contexts of Development and Collaboration 5.3.1.2 Characteristics and Offerings of ‘Careful’ Service Support 5.3.2 Designing 5.3.2.1 Design Tools and Processes 5.3.2.2 Appearance, Appeal and Metaphorical Representation 5.3.2.3 Size and Form 5.3.2.4 Texture and Materials 5.3.3 Settings of Use 5.3.3.1 Three Related Phases 5.3.3.2 Healthcare Actor’s Needs 5.3.3.3 Working Sessions 5.3.3.4 Spatial Relations of Care 5.3.3.5 Changing Beds 5.3.3.6 ‘Touching the Beds’ 5.3.3.7 Folding Away One’s Own Assets 5.3.3.8 Beyond the Status Quo of ‘Hospital Corners’ 5.3.3.9 Touch, Tokens and Futures 5.3.3.10 Crossing Thresholds and Embedded Affordances Reaching for Future Ideations 5.4 Discussion 5.4.1 Shifting Perspectives on SD and TTs 5.4.2 The Service Ecosystems Model, Tangible Tools and Tangible Service Design 5.5 Conclusion References 6 A Speculation for the Future of Service Design in Healthcare: Looking Through the Lens of a Speculative Service Design Framework Abstract 6.1 Introduction 6.2 From Service to Transformation 6.3 From Service Solution to Speculation 6.4 Speculative Service Design Framework 6.5 Case Study: Polio Eradication | Imagining the Future Without Polio 6.5.1 How the Workshop Was Conducted 6.5.1.1 Unpacking Complexity of the Past 6.5.1.2 What We Did to Bring in the Now 6.5.1.3 What We Did to Bring in the Future 6.6 Findings 6.7 Conclusion References 7 Crossing Asymmetries in Multistakeholder Service Design in Integrated Care Abstract 7.1 Introduction 7.2 Theoretical Background 7.2.1 The Nordic Care Model and Its Current Guidelines 7.2.2 Evidence-Based Care as a Base of Health and Social Care 7.2.3 Boundary Crossing in Innovation 7.2.4 Asymmetries 7.2.4.1 Asymmetries in Value Co-Creation 7.2.4.2 Asymmetries in Facilitation of Participatory Design 7.2.4.3 Attending to Asymmetries in Co-Design 7.3 Case Description and Methods 7.4 Analyzing Asymmetries in the MORFEUS Case 7.4.1 Initial Model for Cross-Level Service Design 7.4.2 Initial Insights on Crossing Asymmetries 7.5 Discussion and Conclusions Acknowledgements References 8 The e-Report System: Redesigning the Reporting in Turkish Healthcare Services Abstract 8.1 Introduction 8.2 The e-Transformation in Health Systems in Turkey 8.3 The Health.NET Project 8.4 What is a “Health Report?” 8.5 The Regulation of Health Reports 8.6 T.R. Ministry of Health e-Report System 8.6.1 Reports on the Detection of Disability in Adults and Children 8.6.2 Medical Board Reports of Disability for Adults 8.6.3 Special Needs Reports for Children 8.7 Statutory and Ad Hoc Reports 8.7.1 E-Birth Certificates 8.7.2 Psychotechnical Reports 8.7.3 Reports for Athletes 8.7.4 Driver Reports 8.7.5 Statutory Single-Physician Report for Bedridden People 8.7.6 Hospital Books 8.7.7 Recruiting Reports 8.7.8 Military Reports 8.7.9 Single-Physician and Medical Board Statutory Reports 8.8 The Assessment of e-Report System (Conclusion) References 9 The Production and Use of Knowledge in the National Institutes of Health in Mexico–Designing the Healthcare System Abstract 9.1 General Introduction 9.2 The Health Sector and Research Institutions in Mexico. The National Institutes of Health 9.2.1 The Health Sector 9.2.2 The Health Sector and Innovation Agents 9.2.3 The National Institutes of Health 9.3 The Production and Use of Knowledge from the Agents’ Perspective 9.3.1 Scientific Productivity: Basic Science 9.3.2 The Production and Use of Health Knowledge 9.3.3 Patent Production at National Institutes of Health: Technoscience 9.3.4 Knowledge and Networks: Science and Technoscience 9.4 The National Institutes of Health. Production and Use of Knowledge 9.4.1 The Scientific Trajectory 9.4.2 Scientific Production Intensity and Types 9.4.3 Scientific Specialization Toward the Use of Knowledge 9.4.4 Magnitude, Trajectory and Inventive Specialization 9.4.5 Collaborative Invention in National Institutes of Health 9.5 Summary and Conclusions References 10 Using the Principles of the Holistic Wellness Concept in Designing and Developing Hospital Services: Case of Pärnu Hospital, Rehabilitation and Well-Being Centre Abstract 10.1 Introduction 10.2 The Changing Role of Healthcare Institutions in Shaping people’s Holistic Well-Being 10.3 Estonian Healthcare System and Development Opportunities of Healthcare Services in Hospitals 10.4 From a Wanderer in the Hospital Network to the Cornerstone of the Health System: Pärnu Hospital’s Health Campus in the Service of People’s Health, Quality of Life and Well-Being 10.5 Using the Principles of the Holistic Wellness Concept in Designing and Developing the Services of the Pärnu Hospital Rehabilitation and Well-Being Centre 10.6 Conclusions Acknowledgements References 11 Design Thinking as Catalyst for a Hospital Operation Centre Abstract 11.1 Introduction 11.2 The Operations Centre 11.3 The Development 11.4 Design Thinking as Prototyping Platform 11.5 Lean Design Principles as Solution Hints 11.6 The Creation of an Operations Centre 11.6.1 First Prototyping Phase 11.6.2 Second Prototyping Phase and Partly Back to Old 11.7 Conclusion References 12 Mapping the Service Process to Enhance Healthcare Cost-Effectiveness: Findings from the Time-Driven Activity-Based Costing Application on Orthopaedic Surgery Abstract 12.1 Introduction 12.2 Background 12.3 Method 12.4 Results 12.5 Discussion 12.6 Conclusion References 13 Healthcare Design Practice for Humanizing the Patient Journey Abstract 13.1 Introduction 13.2 Empathic Design Practice in Healthcare 13.3 Healthcare Design Practice Process 13.3.1 Research Phase 13.3.2 Ideation Phase 13.3.3 Refinement Phase 13.4 Methods: Humanizing the Patient Journey 13.5 Conclusion Acknowledgements References 14 While-U-Wait: A Service-Based Solution for Emergency Room Overcrowding Abstract 14.1 The Impact of Outpatient Waiting Times on Clinical 14.2 Conceptualization of Clinical Benefits 14.3 Conclusion References 15 Use of Causal Loop Diagrams to Improve Service Processes Abstract 15.1 Introduction 15.2 Description of Company X 15.3 Theoretical Framing 15.3.1 Causal Loop Diagrams and Archetypes 15.3.2 Improving and Growing in a State of Change 15.3.3 Service Blueprints 15.4 How Company X Works with Improvement and Growth 15.4.1 Causal Loop Diagrams 15.4.2 Implications of Company X’s Use of CLDs 15.5 Discussion 15.6 Conclusions References 16 A Holistic Framework of Strategies and Best Practices for Telehealth Service Design and Implementation 16.1 Introduction 16.2 Limitations of the ITIL Framework in Informing Telehealth Service Design and Implementation 16.3 Dimensions of Telehealth Services 16.4 Identifying Effective Strategies and Practices for Telehealth Service Design 16.5 Identifying Effective Strategies and Practices for Telehealth service Implementation 16.6 A Holistic Framework of Strategies and Practices for Telehealth Service Design/Implementation 16.7 Discussion 16.8 Implications for Practice and Future Research 16.9 Conclusion References 17 Physical Activity Based on M-Health Tools: Design a New Strategy for the Prevention of Cardiovascular Diseases Abstract 17.1 Background and Research Aim 17.2 Theoretical Framework: The Fuzzy Front End of Digital Innovation in the Public Sector 17.3 Research Design and Methodology 17.4 Findings 17.4.1 Proactive Services: The Necessity to Challenge the Lack of Preliminary Facilitating Factors 17.4.2 Design-Led Innovation and Agile Services: The Gap Between Trials and Actual Wide Use of Tools 17.4.3 Translational Roles: A Challenge at the Governance Level 17.4.4 Digitizing Without Transforming: Problems in Tool Reliability and in Users’ Commitment 17.4.5 Lack of Shared Standards: A Problem of Certification and Accountability 17.4.6 Internal Culture Barriers: The Barrier of the Barriers 17.5 Discussion 17.6 Conclusion References 18 Seven Practices for Innovation in Healthcare Products Abstract 18.1 Introduction 18.2 Practice 1-Patient and Physician/Provider Centered Requirements Gathering 18.3 Practice 2-Use of Nontraditional Data Sources to Improve Evidence Base 18.4 Practice 3-Preemptive Concept Development to Support Design Decision Making 18.5 Practice 4-Use of Workflow Analysis as an Evaluation 18.6 Practice 5-Cognitive Analysis as a Product Development Tool 18.7 Practice 6-Use of Guideline Evaluation Tools to Reduce Design Errors 18.8 Practice 7-Use of Socio-Ethnographic Tools for Design Error Reduction 18.9 Conclusion References 19 Design of Robotic Care: Ethical Implications of a Multi-actor Perspective Abstract 19.1 Robots in Service Contexts 19.2 Machine Morality and Ethics 19.2.1 Robot Ethics 19.2.2 Robot Ethics in Elderly Care 19.3 Method 19.4 Analysis 19.5 Results 19.5.1 Narratives—Elderly informants 19.5.2 Narratives—Formal Caregiver 19.5.3 Narratives—Informal Caregivers 19.5.4 Visualizations 19.6 Discussions and Conclusion References 20 Impact of Chinese Traditional Art Training as an Emotional Therapy for Older People with Cognitive Impairment in the UK Abstract 20.1 Introduction 20.2 Existing Services at Care Homes 20.3 Contribution of Activity in Maintaining Function 20.4 Art Training as One Type of Activity, Benefits of Art Training for Older People with Cognitive Impairment in the UK 20.5 Art Training with Chinese Traditional Art Painting 20.6 Research Aim and Research Question 20.7 Methodology Design 20.7.1 Research Design 20.7.2 Data Collection Narrative 20.7.3 Participants’ Backgrounds 20.8 Findings 20.8.1 Quantitative Results 20.8.2 Qualitative Case Study 20.9 Conclusion References 21 Service Design Methods: Re-Envisioning Infection Practice Ecologies in Nursing to Address Antimicrobial Resistance (AMR) Abstract 21.1 Introduction 21.2 Background 21.3 Methodology 21.4 Findings 21.5 Conclusion Acknowledgements References 22 Co-designing Tools to Support Self-mastering of Multiple Sclerosis—A Serious Chronic Disease Abstract 22.1 Background 22.1.1 Related Work 22.1.2 Objectives of the Project 22.2 Planned Methods 22.2.1 Workshops 22.2.2 Changes Introduced by COVID-19 22.3 Methods Used 22.3.1 Privacy by Design 22.3.2 Recruitment of Participants 22.3.3 Introductory Meeting 22.3.4 Co-creation of Personas 22.3.5 Preparation for workshops 22.3.6 Digital Workshops 22.3.7 Workshop 1: User Needs 22.3.8 Workshop 2: Blue-Sky Thinking 22.3.9 Workshop 3: Concept Development I 22.3.10 Workshop 4: Concept Development II 22.4 Results 22.5 Conclusions and Lessons Learned References 23 Self-fulfilling Prophecies in Service Design: Strategies to Address Virtuous and Vicious Circles for Mental Healthcare Transformation Abstract 23.1 Introduction 23.2 Defining Self-fulfilling Prophecies 23.3 Self-fulfilling Prophecies in Mental Health Care 23.4 Building Reflexivity in Service Design 23.5 A Co-design Experiment into SFPs and Mental Healthcare Transformation 23.5.1 Co-design Workshop 01 23.5.2 Findings from Workshop 01 23.5.3 Co-design Workshop 02 23.5.4 Findings from Workshop 02 23.5.5 Data Analysis 23.5.6 Overall Feedback 23.5.7 Reflections on Personal Change 23.5.8 Reflections on Service Change 23.6 Discussion 23.7 Conclusion References 24 Co-creation in Health Services Through Service Design Abstract 24.1 Introduction 24.2 Positioning Service Design 24.3 Service Design and the Health Sector 24.4 The Benefits of Co-creation in Healthcare Service Design 24.5 A Case of Co-creation Through Service Design: Experio Lab 24.6 Overcoming the Challenges of Co-creation in Health Care 24.7 Conclusions References 25 Story-Centered Co-creative Methods: A Means for Relational Service Design and Healthcare Innovation Abstract 25.1 Introduction: A Critical View on Healthcare Innovation 25.2 Literature Review 25.2.1 Relational Service Design for Healthcare Innovation 25.2.2 Story-Centered Co-creative Methods as a Lever to Foster Relational Service Design 25.3 Case Study 25.3.1 Employing Story-Centered Co-creative Methods in a Case Study with Dementia Family Caregivers 25.4 Analytical Description of the Story-Centered Co-creative Methods Applied in the Case Study 25.4.1 Preparations 25.4.2 Story Collection Through Conversations 25.4.3 Story Co-writing 25.4.4 Collective Evaluation 25.5 Discussion 25.6 Conclusion References 26 Digital Storytelling to Share Service Experiences and Find Insights into Health Care Abstract 26.1 Introduction 26.2 Overview of the Theory 26.2.1 Service Design 26.2.2 Tools for Communication 26.2.3 Digital Storytelling for Sharing Service Experiences 26.3 Storytelling Phases 26.3.1 Collective Autoethnography 26.3.2 Digital Diaries 26.3.3 Online Workshop for Collective Data Analysis and Sharing Experiences 26.3.3.1 Activity 1: Identifying Feelings and Needs for Service Experiences 26.3.3.2 Activity 2: Highlighting the Most Critical Moment 26.3.3.3 Activity 3: Ideation Based on the Story 26.3.3.4 Activity 4: Analysis 26.4 Findings 26.4.1 Sharing Within Circles of Trust 26.4.2 Sharing via Trusted Software that is Used Everyday 26.4.3 Empathy Through Commenting 26.4.4 Value of Sharing Knowledge and Learning 26.4.5 Motivation for Sharing 26.4.6 Developing Experiences Through Collaborative Methods in an Online Platform 26.5 Conclusion 26.6 Discussion References