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
Resource Information
The item Service design and service thinking in healthcare and hospital management : theory, concepts, practice, Mario A. Pfannstiel, Christoph Rasche, Editors represents a specific, individual, material embodiment of a distinct intellectual or artistic creation found in University of Missouri-St. Louis Libraries.This item is available to borrow from 1 library branch.
Resource Information
The item Service design and service thinking in healthcare and hospital management : theory, concepts, practice, Mario A. Pfannstiel, Christoph Rasche, Editors represents a specific, individual, material embodiment of a distinct intellectual or artistic creation found in University of Missouri-St. Louis Libraries.
This item is available to borrow from 1 library branch.
- 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
- 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
- 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
- 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
- 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
- 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
Library Links
Embed
Settings
Select options that apply then copy and paste the RDF/HTML data fragment to include in your application
Embed this data in a secure (HTTPS) page:
Layout options:
Include data citation:
<div class="citation" vocab="http://schema.org/"><i class="fa fa-external-link-square fa-fw"></i> Data from <span resource="http://link.umsl.edu/portal/Service-design-and-service-thinking-in-healthcare/L6HyjwXYFWw/" typeof="Book http://bibfra.me/vocab/lite/Item"><span property="name http://bibfra.me/vocab/lite/label"><a href="http://link.umsl.edu/portal/Service-design-and-service-thinking-in-healthcare/L6HyjwXYFWw/">Service design and service thinking in healthcare and hospital management : theory, concepts, practice, Mario A. Pfannstiel, Christoph Rasche, Editors</a></span> - <span property="potentialAction" typeOf="OrganizeAction"><span property="agent" typeof="LibrarySystem http://library.link/vocab/LibrarySystem" resource="http://link.umsl.edu/"><span property="name http://bibfra.me/vocab/lite/label"><a property="url" href="http://link.umsl.edu/">University of Missouri-St. Louis Libraries</a></span></span></span></span></div>
Note: Adjust the width and height settings defined in the RDF/HTML code fragment to best match your requirements
Preview
Cite Data - Experimental
Data Citation of the Item Service design and service thinking in healthcare and hospital management : theory, concepts, practice, Mario A. Pfannstiel, Christoph Rasche, Editors
Copy and paste the following RDF/HTML data fragment to cite this resource
<div class="citation" vocab="http://schema.org/"><i class="fa fa-external-link-square fa-fw"></i> Data from <span resource="http://link.umsl.edu/portal/Service-design-and-service-thinking-in-healthcare/L6HyjwXYFWw/" typeof="Book http://bibfra.me/vocab/lite/Item"><span property="name http://bibfra.me/vocab/lite/label"><a href="http://link.umsl.edu/portal/Service-design-and-service-thinking-in-healthcare/L6HyjwXYFWw/">Service design and service thinking in healthcare and hospital management : theory, concepts, practice, Mario A. Pfannstiel, Christoph Rasche, Editors</a></span> - <span property="potentialAction" typeOf="OrganizeAction"><span property="agent" typeof="LibrarySystem http://library.link/vocab/LibrarySystem" resource="http://link.umsl.edu/"><span property="name http://bibfra.me/vocab/lite/label"><a property="url" href="http://link.umsl.edu/">University of Missouri-St. Louis Libraries</a></span></span></span></span></div>