Service blueprint of comprehensive medication management: A mapping for outpatient clinics

Silva, Hágabo Mathyell; Neves, Carina de Morais; Oliveira, Isabela Viana; Cipolla, Carla; Oliveira, Grazielli Cristina Batista de; Nascimento, Yone de Almeida; Oliveira, Djenane Ramalho de

doi:10.1016/j.sapharm.2021.01.006

Cited by 14 publications

(5 citation statements)

References 23 publications

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“…This study employed service blueprints to delineate the process of health examination services and establish a comprehensive understanding of these services from a systemic perspective. The service blueprint technique is widely used in research to understand the delivery process of intangible services, and it is also commonly applied in studies related to hospital operations [23,24]. This study aims to enhance the level of detail and professionalism by focusing specifically on older adults and their health examination services.…”

Section: Discussionmentioning

confidence: 99%

Analysis of the Health Examination Service Process Using Service Blueprint: Focus on the Older Adult Patient in South Korea

Kim,

Cho

2023

Healthcare

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As the older adult population grows, the paradigm of aging is shifting from simply living longer to living longer while maintaining health. This shift has led to a transformation in healthcare from passive to proactive approaches, emphasizing disease prevention. Health examination services have seen significant growth as they transition from being solely diagnostic processes to crucial tools for disease prevention. This study focuses on the health examination service industry, particularly in the context of the older adult population, and aims to develop a service blueprint to identify challenges and solutions in utilizing these services. The research employs the service blueprint methodology to map out the health examination service process comprehensively. The distinction is made between customer interactions and internal procedures that are observable and those that are not. Through a comprehensive analysis of the service process, it is possible to identify potential instances of customer unhappiness. These instances primarily occur during the initial interaction between older clients and the service, as well as when they receive their examination findings. There are several factors that contribute to discontent among individuals, namely the insufficient comprehension of the needs of the aged by service providers and the provision of substandard facilities. The study suggests strategies to improve customer satisfaction, such as dedicated personnel for older adult assistance, specialized education for staff, and better facilities tailored for older adult patients. Furthermore, the research highlights the significance of effectively addressing both areas of critical discontent and elements that enhance satisfaction in the process of service design. This research provides a detailed analysis of health examination services for the older adult, highlighting opportunities for improvement through enhanced customer experiences and specialized services.

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Section: Discussionmentioning

confidence: 99%

Analysis of the Health Examination Service Process Using Service Blueprint: Focus on the Older Adult Patient in South Korea

Kim,

Cho

2023

Healthcare

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“…Researchers MMM, EMH, and MMB engaged in discussions and evaluations, a process designed to ensure reflexivity and enhance the overall credibility of the findings. Barriers and strategies were effectively presented in the stages of a customer-centered service blueprint [ 49 ], a representation that aptly illustrated the sequential flow of the service and highlighted key junctures within the customer journey that encountered challenges and were subsequently targeted for intervention ( S4 Appendix ) [ 50 ]. These include physical evidence and patient/customer actions, frontstage actions, backstage actions, and support processes.…”

Section: Methodsmentioning

confidence: 99%

Integrating design thinking and implementation science principles in delivering a medication review service in the community pharmacy setting—An implementation testing study

Mustafa,

Hatah,

Makmor-Bakry

2024

PLoS ONE

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Background Medication review (MR) services are evidenced-based practices in which a systematic assessment of a patient’s medication is conducted, primarily aiming to optimize drug therapy and minimize adverse drug events through pharmacist interventions. Although studies show that MR services are effective, the implementation of MR services in Malaysia has been challenging due to several barriers. An MR services blueprint was developed to be adapted to the Malaysian community pharmacy setting as part of tailoring strategies. Objective Through utilizing the design thinking triple diamond model and implementation science principles, a powerful guide for healthcare researchers and stakeholders to assist with effective service implementation, this study aimed to evaluate the implementation testing and observe the effectiveness of the developed MR service blueprint. Method The study utilizes an effectiveness-implementation Type 3 hybrid implementation science framework conducted from May 2021 to April 2022. Employing a qualitative ethnographic approach, researchers observed pharmacy study sites during the implementation of MR services. Both qualitative and quantitative data were collected across exploration, preparation, testing, and operational phases. Implementation outcomes evaluated include phases, reach, fidelity, acceptability, as well as implementation barriers and strategies. MR intervention outcomes included service characteristics and the number and type of drug-related problems and interventions offered. Results 17 community pharmacists were invited to pilot the MR service blueprint for six months in their setting. Of this, 78.5% (n = 11) of the pharmacies reached the testing phase, and 36% (n = 4) reached the implementation phase. Fifty-four patients were in the study, giving an implementation reach of 70%. The majority of surveyed patients expressed satisfaction with the service. The total DRP identified was 133, and 64 interventions were provided by the pharmacists. Facilitation strategies such as “Engage stakeholders by creating ownership of the change” and “Equip stakeholders with training” are needed to overcome the barriers. Conclusion This study marked the beginning of successful MR service implementation at Malaysian community pharmacies. Future studies with multi-level partnered strategies are required to reach full implementation and sustainability.

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“…Human-centered design uses principles and methods from other disciplines, including design, anthropology, sociology, and psychology, to deeply understand the person (such as a patient or family member) for whom a resource or service is being designed. Human-centered design methodologies have been used to design and implement innovative solutions to complex problems across all industries, including health care [7–11]. The goal is to pair what is desired by the person with what is technically feasible and economically viable [12, 13] often by conducting qualitative interviews and observations to understand their experiences, preferences, barriers, and facilitators related to the problem and possible solutions [14].…”

Section: Methodsmentioning

confidence: 99%

Human-Centered Design Study to Inform Traceback Cascade Genetic Testing Programs at Three Integrated Health Systems

Romagnoli¹,

Rahm²,

Jonas³

et al. 2023

Public Health Genomics

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Introduction: A traceback genetic testing program for ovarian cancer has the potential to identify individuals with hereditary breast and ovarian cancer and their relatives. Successful implementation depends on understanding and addressing the experiences, barriers, and preferences of the people served. Methods: We conducted a remote, human-centered design research study of people with ovarian, fallopian tube, or peritoneal cancer (probands) and people with a family history of ovarian cancer (relatives) at three integrated health systems between May and September 2021. Participants completed activities to elicit their preferences about ovarian cancer genetic testing messaging, and to design their ideal experience receiving an invitation to participate in genetic testing. Interview data were analyzed using a rapid thematic analysis approach. Results: We interviewed 70 participants and identified five preferred experiences for a traceback program. Participants strongly prefer discussing genetic testing with their doctor but are comfortable discussing with other clinicians. The most highly preferred experience for both probands and relatives was to discuss with a knowledgeable clinician who can answer questions, followed by directed (sent directly to specific people) or passive (shared in a public area) communication. Repeated contact was acceptable for reminders. Discussion/Conclusion: Participants were open to receiving information about traceback genetic testing and recognized its value. Participants preferred discussing genetic testing with a trusted clinician. Directed communication was preferable to passive communication. Other valued information included how genetic tests help their family and the cost of genetic testing. These findings are informing traceback cascade genetic testing programs at all three sites.

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Service blueprint of comprehensive medication management: A mapping for outpatient clinics

Cited by 14 publications

References 23 publications

Analysis of the Health Examination Service Process Using Service Blueprint: Focus on the Older Adult Patient in South Korea

Analysis of the Health Examination Service Process Using Service Blueprint: Focus on the Older Adult Patient in South Korea

Integrating design thinking and implementation science principles in delivering a medication review service in the community pharmacy setting—An implementation testing study

Human-Centered Design Study to Inform Traceback Cascade Genetic Testing Programs at Three Integrated Health Systems

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