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Service design as a transformational driver toward person-centered care in healthcare
Linköping University, Department of Computer and Information Science, Human-Centered systems. FoU i Sörmland, Eskilstuna, Sweden.
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering. (IxS)ORCID iD: 0000-0002-8234-0652
Centre for Clinical Research Sörmland, Uppsala University, Eskilstuna, Sweden.
FoU i Sörmland, Eskilstuna, Sweden.
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2019 (English)In: Service design and service thinking in healthcare and hospital management: theory, concepts, practice / [ed] Mario A. Pfannstiel, Christoph Rasche, Cham, Switzerland: Springer Nature, 2019, p. 1-18Chapter in book (Other academic)
Abstract [en]

Increasingly, healthcare systems around the globe are looking to transition toward person-centered models of care. However, how to effectively support this complex transition is not clear. Here we forward service design as a key driver to aid in catalyzing this transformation. In this chapter, we integrate literature on service design (SD) and person-centered care (PCC) to better understand how a SD approach can aid in the transition toward PCC. Synthesized from existing literature, this chapter offers a framework for transitioning from the biomedical model toward PCC, highlighting key changes across four dimensions: contexts, roles, processes, and outcomes. We then show the alignment between PCC and SD across these dimensions and elucidate how SD can help to catalyze related changes with the support of specific methods. In doing so, this chapter offers a guide for healthcare practitioners looking to use SD to support the transformation toward PCC and builds a platform for future research at the intersection of SD and PCC.

Place, publisher, year, edition, pages
Cham, Switzerland: Springer Nature, 2019. p. 1-18
National Category
Health Care Service and Management, Health Policy and Services and Health Economy Design
Identifiers
URN: urn:nbn:se:liu:diva-165450DOI: 10.1007/978-3-030-00749-2_1Libris ID: 8mk2fhp163p4wtvwISBN: 9783030007485 (print)ISBN: 9783030007492 (electronic)OAI: oai:DiVA.org:liu-165450DiVA, id: diva2:1428045
Projects
SDIN, Service Design for Innovation
Funder
EU, Horizon 2020, 992126Available from: 2020-05-04 Created: 2020-05-04 Last updated: 2020-11-13Bibliographically approved
In thesis
1. Designing for Resilience: Navigating Change in Service Systems
Open this publication in new window or tab >>Designing for Resilience: Navigating Change in Service Systems
2020 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Services are prone to change in the form of expected and unexpected variations and disruptions, more so given the increasing interconnectedness and complexity of service systems today. These changes require service systems to be resilient and designed to adapt, to ensure that services continue to work smoothly. This thesis problematises the prevailing view and assumptions underpinning the current understanding of resilience in services.  Drawing on literature from service management, service design, systems thinking and social-ecological resilience theory, this work investigates how service design can foster resilience in service systems. Supported by empirical input from three research projects in healthcare, the findings show service design can contribute to the adaptability and transformability of service systems through its holistic, human-centred, participatory and experimental approaches. Through the analysis, this research identifies key intervention points for cultivating service systems resilience through service design, including the design of service interactions, processes, enabling structures and multi-level governance. The study makes two important contributions. First, it extends the understanding of service systems resilience as the collective capacity for intentional action in responding to ongoing change, coordinated across scales in order to create value. This is supported by offering alternative assumptions about resilience in service.  Second, it positions service design as an enabler of service resilience by explicitly linking design practice(s) to processes that contribute to resilience. By extending the understanding of service systems resilience, this thesis lays the groundwork for future research at the intersection of service design, systemic change and resilience.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2020. p. 137
Series
Linköping Studies in Science and Technology. Dissertations, ISSN 0345-7524 ; 2065
Keywords
service design, service systems, resilience, value creation, systemic design
National Category
Business Administration Social Sciences Economics and Business Design
Identifiers
urn:nbn:se:liu:diva-165087 (URN)10.3384/diss.diva-165087 (DOI)9789179298678 (ISBN)
Public defence
2020-06-09, Ada Lovelace, B-Building, Campus Valla, Linköping, 13:15 (English)
Opponent
Supervisors
Funder
EU, Horizon 2020, 992126The Kamprad Family Foundation, 302131
Available from: 2020-05-05 Created: 2020-05-05 Last updated: 2020-05-11Bibliographically approved

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