The Design Thinking and the Health Services: The Competitive Differential Through the Humanization of Patient Experience

Caulliraux, Adriano Amaral; Meiriño, Marcelo Jasmim

doi:10.14488/bjopm.2015.v12.n2.a11

Cited by 3 publications

(4 citation statements)

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“…Emotions in patient experience are more relevant than in any other context. Generally speaking, negative emotions are the prevailing trend in the continuum of care (Caulliraux & Meiriño, 2015). These heightened emotions are elicited due to the threat of losing valued resources, such as well-being, money or time that patients experience.…”

Section: Patient Experience As An Emotional Processmentioning

confidence: 99%

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Gaining patient experience insights

García-López¹,

Val²,

Iriarte³

et al. 2019

Conference proceedings of ADIM

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Taking patient experience as a basis, this paper introduces a theoretical framework, to capture insights leading to new technological healthcare solutions. Targeting a recently diagnosed type 1 diabetes child and her mother (the principal caregiver), the framework showed its potential with effective identification of meaningful insights in a generative session. The framework is based on the patient experience across the continuum of care. It identifies insights from the patient perspective: capturing patients´ emotional and cognitive responses, understanding agents involved in patient experience, uncovering pain moments, identifying their root causes, and/or prioritizing actions for improvement. The framework deepens understanding of the patient experience by providing an integrated and multi-leveled structure to assist designers to (a) empathise with the patient and the caregiver throughout the continuum of care, (b) understand the interdependencies around the patient and different agents and (c) reveal insights at the interaction level.

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Section: Patient Experience As An Emotional Processmentioning

confidence: 99%

“…While design is a process with different stages (Roozenburg & Cross, 1991), the entire design process is based on identifying meaningful insights that have the capacity to lead to successful new solutions (Caulliraux & Meiriño, 2015). One of the most effective ways to capture such insights is to focus on the customer experience.…”

Section: Introductionmentioning

confidence: 99%

Gaining patient experience insights

García-López¹,

Val²,

Iriarte³

et al. 2019

Conference proceedings of ADIM

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“…Service design was first introduced at Maggie's Cancer Caring Centre in the UK in 1996 to create a comfortable hospital environment for patients. Since then, it has been used to improve patient experience in healthcare services [6][7][8]. A previous study reported the benefits of applying service design to the healthcare field [9].…”

Section: Introductionmentioning

confidence: 99%

Effectiveness of a service design training program to improve clinical nurses’ compassion and problem-solving in Korea

et al. 2022

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Service design is an innovative tool used to improve the quality of patient experience, therefore, making it necessary for nurses to be able to implement it. The aim of this study was to examine the effects of a training program for patient experience-based nursing service design (PEN-SD) on clinical nurses’ compassion and problem-solving ability. This study employed a mixed-methods design: a one-group, pretest-posttest design was used as the quantitative approach, and structured interviews were used as the qualitative approach. The participants were 21 nurses recruited from a university hospital in Korea. A PEN-SD training program was conducted from September 1 to October 6, 2018. After the training program, the participants’ compassion significantly improved (p = .025) but there was no significant difference in their problem-solving ability (p = .313). In the structured interviews, majority of the participants (n = 17) felt that they were able to consider problems from the patient’s perspective. They also reported being able to identify solutions to problems through careful observation (n = 5). The PEN-SD training program was effective in improving compassion among nurses.

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“…Since then, service design has been actively used to improve the quality of patient care in the field of public health. [Caulliraux AA, Meiriño MJ. 2015;Martin D et al, 2019].…”

mentioning

confidence: 99%

Experience in using the service design in the development of nursing services in the republic of Kazakhstan

Masharipova

Derbissalina

Zhunussova

et al. 2022

NAMJ

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Background. Service design is the activity of planning and implementing changes in medical organizations to improve the quality of medical services. In Europe and the USA, service design is widespread in many large multidisciplinary medical centers. Study design. This article is a description of the experience. Methods. The authors described their own experience of using service design in the field of nursing in a private medical center in Astana. Results. The team from the Astana Medical University chose the topic: “increasing the level of satisfaction of patients with chronic diseases with the quality of nursing care in the organization of primary health care.” We used ready-made tools, reflecting their ideas on paper, flipcharts, posters and stickers. Direct data collection (interviewing and observation) by our team was carried out within one month. The planned number of patients and nurses was 10 people each. The interview focused on the subjective experience of the interviewed patients and nurses, revealing their beliefs, attitudes, level of trust and quality of communication with each other. Then the facilitators collected the completed forms and summed up the results. Thus, the focus of attention was shifted towards the low level of communication skills of nurses, taking into account the repeated complaints of patients about the lack of information about upcoming manipulations (tests, operations, diet, etc.), diseases in general, methods of self-care; lack of empathy and medical ethics. The new goal was aimed at increasing patient satisfaction with the communication skills of polyclinic nurses. To solve this problem, it was decided to conduct a two-hour express training among the nurses of the polyclinic to improve the communication skills of nurses by implementing the NURSE protocol. Conclusions. Service design has been applied for the first time in the healthcare industry of Kazakhstan as an innovative tool for improving patient-centered nursing care.

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The Design Thinking and the Health Services: The Competitive Differential Through the Humanization of Patient Experience

Cited by 3 publications

References 1 publication

Gaining patient experience insights

Gaining patient experience insights

Effectiveness of a service design training program to improve clinical nurses’ compassion and problem-solving in Korea

Experience in using the service design in the development of nursing services in the republic of Kazakhstan

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