Service design oriented multidisciplinary collaborative team care service model development for resolving drug related problems

Abstract

Our goal was to help prevent drug-related morbidity and mortality by developing a collaborative multidisciplinary team care (MTC) service model using a service design framework that addressed the unmet needs and perspectives of diverse stakeholders. Our service model was based on a “4D” framework that included Discover, Define, Design, and Develop phases. In the “discover” phase, we conducted desk research and field research of stakeholders to identify the unmet needs in existing patient care services. We used service design tools, including service safaris, user shadowing, and customer journey maps to identify pain and opportunity points in the current services. We also performed focus group discussions and in-depth interviews with stakeholders to explore the needs for improved services. In the “define” phase, we generated the service concept by mind mapping and brainstorming about the needs of stakeholders. The service concept was defined to be a Patient-oriented, Collaborative, Advanced, Renovated, and Excellent (P-CARE) service. We named the service “DrugTEAM” (Drug Therapy Evaluation And Management). In the “design” phase, we designed and refined four prototypes based on results from validation tests for their application towards following services: 1) medication reconciliation, 2) medication evaluation and management, 3) evidence-based drug information, and 4) pharmaceutical care transition services. During the “develop” phase, we implemented four services in a longitudinal chronic care model, considering the time spent by patients for each inpatient and outpatient setting. In conclusion, this is a study to develop a collaborative MTC service model using service design framework, focused on managing the unmet needs of patients and healthcare providers. As a result of implementing this service model, we expect to strengthen the professional relationship between pharmacists and stakeholders to ultimately create better patient outcomes.

Integrating a gait analysis test in hospital rehabilitation: A service design approach

“…They allow one to address stakeholder’s needs and strengthen professional relationships. However, as Han et al [28] indicated, it is necessary to consider the specific needs of the clinical environment when applying service design techniques. This is translated to our specific case study in the necessity of integrating a ‘micro-service’ (gait test) within a more complex ‘macro-service’ (rehabilitation service).…”

“…Discover, define, design, and develop are the most common phases of service model development [28], constituting the global structure and philosophy that we follow. However, in this paper, as claimed in the literature [33], we delved into the specific methods related to our case study, providing the methodology design, reasoning, and how the specific methods were used and applied.…”

“…If we assume that the design object is a service and not only the technology that measures movement, the use of specific service design techniques [27,28] will allow us to predict failures, extract critical points, and consider the intangible and contextual part of the product [15]. These methods are aligned with the patient-centred care (PCC) philosophy, which is a priority in the healthcare field [29] and shares its philosophy with human-centred design (HCD) [30].…”

Patient Participation in Service Improvement of Primary Care Services

“…This issue can be related to the fact that, in most healthcare services, the approaches used in improvement or design processes are not favorable to the exploration of needs and problems through stakeholder involvement (JUN; MORRISON; CLARKSON, 2014). The use of service design approaches that promote patient involvement can help address this issue as they are effective in building collaborations between service users and providers (BOWEN et al, 2013;JUN;MORRISON;CLARKSON, 2014), and allows to discover stakeholders unattended needs (HAN et al, 2018).…”

Clinical Pharmacists in Chronic Care

“…It is typically a multi-component intervention that includes medication therapy review, patient medication education, medication monitoring, immunizations, disease self-care and support, and/or prescribing authority.Patients who take voluminous medications due to chronic disease have a high risk of drug duplication, interaction, or ADRS, which could result in extended hospital stays and higher costs [46]. To increase the safety and effectiveness of therapeutics, these patients must have specific needs met, with regards to appropriate medication use [47]. Studies have shown that integrating pharmacists into ambulatory clinics can improve chronic disease management and optimal use of medications [48].…”