Evidence-based design and transformative service research for the healthcare in hospitals

Abstract

Purpose The purpose of this study is to combine the two fields of transformative service research (TSR) and evidence-based design (EBD) to improve the healthcare service provided in hospitals. TSR and EBD are two separate research fields that aim to improve the well-being of consumers within the service sector. Research propositions for making changes in the hospital physical environment to improve the patient well-being are developed to link the two fields. Design/methodology/approach This work takes a theoretical approach to develop research propositions based on the literature. The research propositions guide the development of the framework developed for future studies under TSR and EBD. Findings The research propositions should be tested empirically in future studies to develop a methodology for transforming a hospital physical environment. The implementation of these propositions would allow hospitals to reach a new and more sustainable competitive advantage. Originality/value The relationship between the domains of TSR and EBD has not been explored before in the literature. This study presents an unprecedented work that is needed to improve patient well-being. It contributes to TSR and EBD by providing a research agenda for healthcare practitioners and researchers to pave the way for achieving improved healthcare services focusing on patient well-being and sustainability.

Sources and categories of well-being: a systematic review and research agenda

“…Besides delineating the role of service systems and networks, several conceptual studies (see e.g., Fisk et al , 2018; Anderson et al , 2018; Hamed et al , 2016; Rosenbaum et al , 2011b) of the TSR domain stressed the importance of service design in realizing well-being outcomes for various entities. Pointing out to the need for designing inclusive service systems, Fisk et al (2018) proposed a holistic approach to service design that encompasses service concept, service system, and service encounter and that bases on enabling opportunities, offering choice, relieving suffering and fostering happiness.…”

“…In a healthcare service context, inclusiveness of service design can be achieved through customer engagement in service processes and collaborative patient-provider relationships to build customers' capacities in order to bring transformative changes to their lives (Anderson et al , 2018). However, elements in service environments can also play an important role in facilitating the involvement of customers and their close ones in the service processes and enhancing well-being outcomes (Hamed et al , 2016; Rosenbaum et al , 2011b). Thus, various aspects of service design have the possibility to produce uplifting changes in the form of improved well-being for customer entities including vulnerable customers who are constrained by challenges in their environments (Reynoso et al , 2015; Nasr and Fisk, 2019).…”

Factors influencing a long-term relationship between healthcare providers and patients – perspectives of patients at a public regional hospital, Ghana

“…An aesthetic environment can enhance patients’ attraction to a hospital with the possibility of enhancing their satisfaction, as well as establishing a long-term relationship with healthcare providers/facility (Hamed et al , 2016). Ofosu-Kwarteng (2012) reported that in Ghana, although 67 per cent of the participants described the environment as clean and very clean, 64.6 per cent described the washroom as dirty and very dirty.…”

“…Ofosu-Kwarteng (2012) reported that in Ghana, although 67 per cent of the participants described the environment as clean and very clean, 64.6 per cent described the washroom as dirty and very dirty. Some researchers argue that the physical environment has a role to play in enhancing the healthcare provider–patient relationship (Hamed et al , 2016). There is the assumption that a good physical environment can reduce the stress of patients, customers and staff (Ulrich, 1991, 2002; Berry et al , 2004; Sadler et al , 2011; Trochelman et al , 2012; Hamed et al , 2016).…”

“…Some researchers argue that the physical environment has a role to play in enhancing the healthcare provider–patient relationship (Hamed et al , 2016). There is the assumption that a good physical environment can reduce the stress of patients, customers and staff (Ulrich, 1991, 2002; Berry et al , 2004; Sadler et al , 2011; Trochelman et al , 2012; Hamed et al , 2016). In addition, the physical environment or the servicescape has been related to the services marketing mix where one of the three added Ps – physical evidence – is the place or tangible items in the environment where the service is provided (Bitner, 1992; Lovelock and Wright, 2002; Zeithaml et al , 2006; Hamed et al , 2017).…”