Human-Centered Service Design for Healthcare Transformation: Development, Innovation, Change

ISBN-13: 9783031201677 / Angielski / Twarda / 2023 / 466 str.

Mario A. Pfannstiel

Opis

This book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design. Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an important part of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience.

Spis treści

Chapter 1. Bridging the Health Gap: Human-centered Approaches to Connect Clinical and Com-munity Care (Patricia Alafaireet).- Chapter 2. The Change from Leadership to Leader-shift, The human-centered service design approach requires new leadership competencies in the health system (Karin Messer-Misak).- Chapter 3. Empowered health and social care staff: The value of human-centred service design in co-producing transformative change (Stuart G. Bailey).- Chapter 4. Human-Centred Service Design and Trans-formative Innovation: Beginning to under-stand how innovation culture shifts within the public health system in Western Australia (Sash Milne).- Chapter 5. Enhancing Seldom Heard Perspectives in Human-Centered Service Design for Health and Social Care Transformation (Kris Kalkman).- Chapter 6. Educational challenges in integrating healthcare and social services: the case of the University of Tartu Pärnu College in designing a master’s programme in Person-Centred Social Innovation (Ewe Alliksoo).- Chapter 7. Exploring services’ patient-centredness. Design challenges for a future design agenda (Stefano Maffei).- Chapter 8. Human-Centered Gatekeeping: "Neyim Var?" (Çağdaş Erkan Akyürek).- Chapter 9. Patient autonomy and user autonomy in the ecology of care (Miso Kim).- Chapter 10. Innovative Service Design for Global Health (Lesley Clack).- Chapter 11. Formative Interventions for Healthcare Sustainability: A Developmental Design Agenda (Peter Jones).- Chapter 12. Healthcare Complexity and the Role of Service Design in Complex Healthcare Systems (Jurgen Faust).- Chapter 13. Zooming in and out of complex systems: Exploring frames in incremental participatory design projects (Adeline Hvidsten).- Chapter 14. Transforming Complexity: A Human-Centred Design Approach to Engage Young People in the Philippines with Dialogues about HIV Service Delivery (Christopher Kueh).- Chapter 15. Storytelling as a way to design and innovate healthcare services for children (Mira Alhonsuo, Jenny Siivola).- Chapter 16. The approach of Design Sprints in healthcare transformation (Christophe Vetterli).- Chapter 17. Building an equity-centered design toolkit for engaging patients in health research prioritization (Alessandra Bazzano).- Chapter 18. Designing a Conceptual Wayfinding Structure to Manage Information for Human-Centered Healthcare Experience (Cecilia Xi Wang).- Chapter 19. “My heart jumped. Do I have cancer?”- Results of a co-design study with cervical cancer screening participants (Sandra Klonteig).- Chapter 20. Not Just Targets: Human Prospects in Health Services for All – Insights from an Italian Case Study on Covid-19 Vaccination and Preventive Services (Gianluca Antonucci).- Chapter 21. Telemedicine Implementation between In-novation and Sustainability: An Operating Model for Designing Patient-Centered Healthcare (Gabriele Palozzi).- Chapter 22. Integrated care models in aged care: the role of technology (Madhan Balasubramanian).- Chapter 23. Exoskeletons – human-centred solutions to support care workers? (Riika Saurio).- Chapter 24. Inclusive Smart Textile Design for Healthy Ageing, Discovering the health and well-being needs of people aged 60+ in the UK (Shan Wang).- Chapter 25. Co-designing a Dementia village: Transforming dementia care through service design (Maria Taivalsaari)

O autorze

Prof. Dr. Mario A. Pfannstiel is a researcher and lecturer in the field of healthcare service management at the University of Applied Sciences in Neu-Ulm, Germany. He is the program director of the Digital Healthcare Management Master's program. His current research interests focus on innovative services, service design, service business model innovation, artificial intelligence in healthcare service delivery, and innovation and technology management.