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Patient Self-Service Paradigms in Hospital and Healthcare Service Design Settings

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Service Design and Service Thinking in Healthcare and Hospital Management

Abstract

Technology-based service transactions, in the form of self-service kiosks in hospital and healthcare settings, are not the full extent of the self-service paradigms. This chapter examines self-service aspects of service design and service thinking to investigate the wider-ranging “systemic” effects of patient self-service. It focuses on harnessing self-service for patient experience beyond organizational productivity and efficiency gains. It offers a framing for this, by drawing in recent research from a variety of sources, including work on self-services, service design, and service research in healthcare, but also in the wider sociopolitical sphere, as well as advances in technology such as robotics and artificial intelligence.

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Acknowledgments

The research carried out in this contribution by Jenny Darzentas has been partly funded by the European Union under the Marie Skłodowska-Curie Action Experienced Researcher Fellowship Programme, as part of the Education and Engagement for inclusive Design and Development of Digital Systems and Services Project (E2D3S2, Grant No. 706396). The content reflects the authors’ views and is not the view of the European Commission.

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Authors and Affiliations

  1. Department of Product and Systems Design Engineering, University of the Aegean, Ermoupolis, Syros, Greece

    Jenny Darzentas

  2. Department of Computer Science, HCI Research Group, University of York, Heslington, York, UK

    Jenny Darzentas & Helen Petrie

Authors
  1. Jenny Darzentas
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  2. Helen Petrie
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Correspondence to Jenny Darzentas .

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Editors and Affiliations

  1. Department of Healthcare Management, Neu Ulm University of Applied Sciences, Neu-Ulm, Germany

    Mario A. Pfannstiel

  2. Management, Professional Services and Sports Economics, University of Potsdam, Potsdam, Germany

    Christoph Rasche

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Darzentas, J., Petrie, H. (2019). Patient Self-Service Paradigms in Hospital and Healthcare Service Design Settings. In: Pfannstiel, M.A., Rasche, C. (eds) Service Design and Service Thinking in Healthcare and Hospital Management. Springer, Cham. https://doi.org/10.1007/978-3-030-00749-2_25

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