Leveraging service design for healthcare transformation: Toward people-centered, integrated, and technology-enabled healthcare systems

Lia Patrıcio, Daniela Sangiorgi, Dominik Mahr, Martina Caic, Saleh Kalantari, Sue Sundar

Tutkimustuotos: LehtiartikkeliArticleScientificvertaisarvioitu

70 Sitaatiot (Scopus)
834 Lataukset (Pure)

Abstrakti

Purpose: This paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled care; the paper develops a research agenda to leverage service design research for healthcare transformation.
Design/methodology/approach: This conceptual study starts by analyzing healthcare challenges in terms of demographic trends and economic constraints, along with the problems of lack of people-centricity, dispersion of care and slowness in incorporating emerging technologies. Then, it examines the theoretical underpinnings of service design to develop a framework for exploring how a human-centered, transformative and service systems approach can contribute to addressing healthcare challenges, with illustrative cases of service design research in healthcare being given.
Findings: The proposed framework explores how a human-centered service design approach can leverage the potential of technology and advance healthcare systems toward people-centered care; how a transformative service design approach can go beyond explanatory research of healthcare phenomena to develop innovative solutions for healthcare change and wellbeing; and how a service systems perspective can address the complexity of healthcare systems, hence moving toward integrated care.
Originality/value: This paper systematizes and develops a framework for how service design can contribute to healthcare transformation. It identifies key healthcare application areas for future service design research and pathways for advancing service design in healthcare by using new interdisciplinary bridges, methodological developments and theoretical foundations.
AlkuperäiskieliEnglanti
Sivut889-909
Sivumäärä21
JulkaisuJOURNAL OF SERVICE MANAGEMENT
Vuosikerta31
Numero5
Varhainen verkossa julkaisun päivämäärä2020
DOI - pysyväislinkit
TilaJulkaistu - 8 kesäk. 2020
OKM-julkaisutyyppiA1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä

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