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The Resource Service design and service thinking in healthcare and hospital management : theory, concepts, practice, Mario A. Pfannstiel, Christoph Rasche, Editors

Service design and service thinking in healthcare and hospital management : theory, concepts, practice, Mario A. Pfannstiel, Christoph Rasche, Editors

Editor
Contributor
Summary
This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience
Language
eng
Work
Publication
Extent
1 online resource
Contents
  • Intro; Preface; Contents; Editors and Contributors; About the Editors; Contributors; Service Design as a Transformational Driver Toward Person-Centered Care in Healthcare; 1 Introduction; 2 Service Design in Healthcare; 3 Person-Centered Care; 3.1 Background on Person-Centered Care; 3.2 Transitioning Toward Person-Centered Care; 3.2.1 Context; 3.2.2 Roles; 3.2.3 Process; 3.2.4 Outcomes; 4 Alignment Between Person-Centered Care and Service Design; 4.1 Expert of Oneś Own Life and a Holistic Mindset; 4.2 Co-creation of Value; 4.3 A Shift in Power; 4.4 Focus on Needs Not Only Solutions
  • 5 Catalyzing the Transformation to Person-Centered Care Through Service Design6 Conclusion; References; Changing the Rules of the Game in Healthcare Through Service Design; 1 Introduction; 2 Theoretical Background; 2.1 Service Innovation; 2.2 Institutional Work; 2.3 Service Design; 3 Institutional Work in Healthcare Through Service Design; 3.1 Creating Institutions; 3.2 Disrupting Institutions; 3.3 Maintaining Institutions; 4 Characteristics of Service Design Practices and the Antecedents of Institutional Work; 4.1 Multidisciplinary Practices and Institutional Complexity
  • 4.2 Experiential Practices and Experiential Legitimacy4.3 Participatory Practices and Social Position; 4.4 Experimental Practices and Proto-institutions; 4.5 Reflective Practices and Reflexivity; 5 Discussion; 6 Conclusion; References; Using Small Step Service Design Thinking to Create and Implement Services that Improve Patient Care; 1 What Is Service Design Thinking?; 2 Big Leap Versus Small Step Service Design; 3 Case Study 1: Patient Appointment System; 3.1 Improving the Patient Appointment Process as a Small Step Service Design; 3.2 How to Build the Case for Different Stakeholders
  • 3.3 Patient-First Design Extends Clinical Expertise4 Case Study 2: Los Angeles Fire Department Nurse Practitioner Response Unit; 4.1 Empathize, Design, Then Test; 4.2 Identifying Unmet Needs and Improving Access to Needed Care; 5 Conclusion; References; Service Innovation by Patient-Centric Innovation Processes; 1 Why Is Innovation Hard to Pursue in the Hospital Setting?; 1.1 Inconsistent Understanding of the Current Situation as an Impediment; 1.2 Limiting Resources that Prevent the Capability of Being Innovative
  • 1.3 Lack of Inter- and Intradisciplinarity in the Expert Organization Which Would Foster Innovation2 Why Do Innovation and Patient Centricity Matter in Hospitals?; 3 How Does Design Thinking Fuel Innovation and Patient Centricity?; 4 Case Study: How Can Design Thinking Be Embedded?; 4.1 Using Design Thinking to Conceptualize a New Patient-Centric Pediatric Clinic at the University Hospital of Graz; 4.2 Core Element One: Iterative Design Cycle to Prototype the Solution; 4.3 Core Element Two: An Interprofessional Design Team to Create a Holistic Solution
Isbn
9783030007508
Instance
Label
Service design and service thinking in healthcare and hospital management : theory, concepts, practice
Title
Service design and service thinking in healthcare and hospital management
Title remainder
theory, concepts, practice
Statement of responsibility
Mario A. Pfannstiel, Christoph Rasche, Editors
Contributor
Editor
Subject
Language
eng
Summary
This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience
Cataloging source
UAB
Dewey number
362.10681
Index
no index present
LC call number
RA971.3
LC item number
.S47 2019
Literary form
non fiction
Nature of contents
dictionaries
NLM call number
W 84
http://library.link/vocab/relatedWorkOrContributorName
  • Pfannstiel, Mario A.
  • Rasche, Christoph
http://library.link/vocab/subjectName
  • Health facilities
  • Health Services Administration
  • Health facilities
Label
Service design and service thinking in healthcare and hospital management : theory, concepts, practice, Mario A. Pfannstiel, Christoph Rasche, Editors
Instantiates
Publication
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • Intro; Preface; Contents; Editors and Contributors; About the Editors; Contributors; Service Design as a Transformational Driver Toward Person-Centered Care in Healthcare; 1 Introduction; 2 Service Design in Healthcare; 3 Person-Centered Care; 3.1 Background on Person-Centered Care; 3.2 Transitioning Toward Person-Centered Care; 3.2.1 Context; 3.2.2 Roles; 3.2.3 Process; 3.2.4 Outcomes; 4 Alignment Between Person-Centered Care and Service Design; 4.1 Expert of Oneś Own Life and a Holistic Mindset; 4.2 Co-creation of Value; 4.3 A Shift in Power; 4.4 Focus on Needs Not Only Solutions
  • 5 Catalyzing the Transformation to Person-Centered Care Through Service Design6 Conclusion; References; Changing the Rules of the Game in Healthcare Through Service Design; 1 Introduction; 2 Theoretical Background; 2.1 Service Innovation; 2.2 Institutional Work; 2.3 Service Design; 3 Institutional Work in Healthcare Through Service Design; 3.1 Creating Institutions; 3.2 Disrupting Institutions; 3.3 Maintaining Institutions; 4 Characteristics of Service Design Practices and the Antecedents of Institutional Work; 4.1 Multidisciplinary Practices and Institutional Complexity
  • 4.2 Experiential Practices and Experiential Legitimacy4.3 Participatory Practices and Social Position; 4.4 Experimental Practices and Proto-institutions; 4.5 Reflective Practices and Reflexivity; 5 Discussion; 6 Conclusion; References; Using Small Step Service Design Thinking to Create and Implement Services that Improve Patient Care; 1 What Is Service Design Thinking?; 2 Big Leap Versus Small Step Service Design; 3 Case Study 1: Patient Appointment System; 3.1 Improving the Patient Appointment Process as a Small Step Service Design; 3.2 How to Build the Case for Different Stakeholders
  • 3.3 Patient-First Design Extends Clinical Expertise4 Case Study 2: Los Angeles Fire Department Nurse Practitioner Response Unit; 4.1 Empathize, Design, Then Test; 4.2 Identifying Unmet Needs and Improving Access to Needed Care; 5 Conclusion; References; Service Innovation by Patient-Centric Innovation Processes; 1 Why Is Innovation Hard to Pursue in the Hospital Setting?; 1.1 Inconsistent Understanding of the Current Situation as an Impediment; 1.2 Limiting Resources that Prevent the Capability of Being Innovative
  • 1.3 Lack of Inter- and Intradisciplinarity in the Expert Organization Which Would Foster Innovation2 Why Do Innovation and Patient Centricity Matter in Hospitals?; 3 How Does Design Thinking Fuel Innovation and Patient Centricity?; 4 Case Study: How Can Design Thinking Be Embedded?; 4.1 Using Design Thinking to Conceptualize a New Patient-Centric Pediatric Clinic at the University Hospital of Graz; 4.2 Core Element One: Iterative Design Cycle to Prototype the Solution; 4.3 Core Element Two: An Interprofessional Design Team to Create a Holistic Solution
Control code
1082722946
Dimensions
unknown
Extent
1 online resource
File format
unknown
Form of item
online
Isbn
9783030007508
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other control number
  • 10.1007/978-3-030-00749-2
  • 10.1007/978-3-030-00
http://library.link/vocab/ext/overdrive/overdriveId
com.springer.onix.9783030007492
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)1082722946
Label
Service design and service thinking in healthcare and hospital management : theory, concepts, practice, Mario A. Pfannstiel, Christoph Rasche, Editors
Publication
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • Intro; Preface; Contents; Editors and Contributors; About the Editors; Contributors; Service Design as a Transformational Driver Toward Person-Centered Care in Healthcare; 1 Introduction; 2 Service Design in Healthcare; 3 Person-Centered Care; 3.1 Background on Person-Centered Care; 3.2 Transitioning Toward Person-Centered Care; 3.2.1 Context; 3.2.2 Roles; 3.2.3 Process; 3.2.4 Outcomes; 4 Alignment Between Person-Centered Care and Service Design; 4.1 Expert of Oneś Own Life and a Holistic Mindset; 4.2 Co-creation of Value; 4.3 A Shift in Power; 4.4 Focus on Needs Not Only Solutions
  • 5 Catalyzing the Transformation to Person-Centered Care Through Service Design6 Conclusion; References; Changing the Rules of the Game in Healthcare Through Service Design; 1 Introduction; 2 Theoretical Background; 2.1 Service Innovation; 2.2 Institutional Work; 2.3 Service Design; 3 Institutional Work in Healthcare Through Service Design; 3.1 Creating Institutions; 3.2 Disrupting Institutions; 3.3 Maintaining Institutions; 4 Characteristics of Service Design Practices and the Antecedents of Institutional Work; 4.1 Multidisciplinary Practices and Institutional Complexity
  • 4.2 Experiential Practices and Experiential Legitimacy4.3 Participatory Practices and Social Position; 4.4 Experimental Practices and Proto-institutions; 4.5 Reflective Practices and Reflexivity; 5 Discussion; 6 Conclusion; References; Using Small Step Service Design Thinking to Create and Implement Services that Improve Patient Care; 1 What Is Service Design Thinking?; 2 Big Leap Versus Small Step Service Design; 3 Case Study 1: Patient Appointment System; 3.1 Improving the Patient Appointment Process as a Small Step Service Design; 3.2 How to Build the Case for Different Stakeholders
  • 3.3 Patient-First Design Extends Clinical Expertise4 Case Study 2: Los Angeles Fire Department Nurse Practitioner Response Unit; 4.1 Empathize, Design, Then Test; 4.2 Identifying Unmet Needs and Improving Access to Needed Care; 5 Conclusion; References; Service Innovation by Patient-Centric Innovation Processes; 1 Why Is Innovation Hard to Pursue in the Hospital Setting?; 1.1 Inconsistent Understanding of the Current Situation as an Impediment; 1.2 Limiting Resources that Prevent the Capability of Being Innovative
  • 1.3 Lack of Inter- and Intradisciplinarity in the Expert Organization Which Would Foster Innovation2 Why Do Innovation and Patient Centricity Matter in Hospitals?; 3 How Does Design Thinking Fuel Innovation and Patient Centricity?; 4 Case Study: How Can Design Thinking Be Embedded?; 4.1 Using Design Thinking to Conceptualize a New Patient-Centric Pediatric Clinic at the University Hospital of Graz; 4.2 Core Element One: Iterative Design Cycle to Prototype the Solution; 4.3 Core Element Two: An Interprofessional Design Team to Create a Holistic Solution
Control code
1082722946
Dimensions
unknown
Extent
1 online resource
File format
unknown
Form of item
online
Isbn
9783030007508
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other control number
  • 10.1007/978-3-030-00749-2
  • 10.1007/978-3-030-00
http://library.link/vocab/ext/overdrive/overdriveId
com.springer.onix.9783030007492
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)1082722946

Subject

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