Human-Centered Service Design for Healthcare Transformation: Development, Innovation, Change
- 10h 7m
- Mario A. Pfannstiel
- Springer
- 2023
This book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design.
Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an important part of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience.
About the Author
Prof. Dr. Mario A. Pfannstiel is a researcher and lecturer in the field of healthcare service management at the University of Applied Sciences in Neu-Ulm, Germany. He is the program director of the Digital Healthcare Management Master's program. His current research interests focus on innovative services, service design, service business model innovation, artificial intelligence in healthcare service delivery, and innovation and technology management.
In this Book
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Preface
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Bridging the Health Gap: Human-Centered Approaches to Connect Clinical and Community Care
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The Change From Leadership to Leadershift—The Human-Centered Service Design Approach Requires New Leadership Competencies in the Health System
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Empowered Health and Social Care Staff: The Value of Human-Centred Service Design in Co-producing Transformative Change
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Human-Centered Service Design and Transformative Innovation: Beginning to Understand How Innovation Culture Shifts Within the Public Health System in Western Australia
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Enhancing Seldom Heard Perspectives in Human-Centred Service Design for Health and Social Care Transformation
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Educational Challenges in Integrating Healthcare and Social Services: The Case of the University of Tartu Pärnu College in Designing a Master’s Programme in Person-Centred Social Innovation
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Exploring Services’ Patient-Centredness. Design Challenges for a Future Design Agenda
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Human-Centered Gatekeeping: “Neyim Var?”
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Patient Autonomy and User Autonomy in the Ecology of Care
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Innovative Service Design for Global Health
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Formative Interventions for Healthcare Sustainability: A Developmental Design Agenda
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Healthcare Complexity and the Role of Service Design in Complex Healthcare Systems
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Zooming in and Out of Complex Systems: Exploring Frames in Incremental Participatory Design Projects
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Transforming Complexity: A Human-Centred Design Approach to Engage Young People in the Philippines With Dialogues About HIV Service Delivery
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Storytelling as a Way to Design and Innovate Healthcare Services for Children
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The Approach of Design Sprints in Healthcare Transformation
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Building an Equity-Centered Design Toolkit for Engaging Patients in Health Research Prioritization
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Designing a Conceptual Wayfinding Structure to Manage Information for Human-Centered Healthcare Experience
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“My Heart Jumped. Do I Have Cancer?”—Results of a Co-design Study With Cervical Cancer Screening Participants
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Not Just Targets: Human Prospects in Health Services for All—Insights From an Italian Case Study on Covid-19 Vaccination and Preventive Services
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Telemedicine Implementation Between Innovation and Sustainability: An Operating Model for Designing Patient-Centered Healthcare
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Integrated Care Models in Aged Care: The Role of Technology
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Exoskeletons—Human-Centred Solutions to Support Care Workers?
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Inclusive Smart Textile Design for Healthy Ageing
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Co-designing a Dementia Village: Transforming Dementia Care Through Service Design
