Advertisement

Information for Users as a Key Element to Delivering a Better Healthcare Service

  • Zuli T. Galindo-Estupiñan
  • Carlos Aceves-Gonzalez
  • John A. Rey-Galindo
  • Elvia Luz Gonzalez-Muñoz
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 818)

Abstract

Design of healthcare services should consider the diversity of capabilities and needs of users with the purpose of delivering an efficient, effective and satisfactory service. The information delivery by service providers is a key element of the system that allows that users have a clear idea about how to use the service but also it has an effect on the perceived quality. The aim of this study was to identify the information needs of users in two stages in an external consultation service of Neurology. The study compiled 11 interviews with staff members and 32 questionnaires with users (patients and caregivers). Results show that overall patients were satisfied with the information received during the analysed stages. Nevertheless, the users manifested the need of receiving more and clearer information about waiting times, who is attending them and medical and administrative procedures that they have to follow before and after consultation. The results also emphasize the need to provide information not only face to face but using another communication channels to support the information delivery. It is important to concentrate efforts on designing service information considering users’ needs and abilities, especially the limited ability that the most vulnerable users might have.

Keywords

Service design Information design User capabilities 

Notes

Acknowledgments

This study is part of the research project “Evaluation of Clinic of Cognitive Deterioration and Dementia of the Department of Neurology using the Inclusive Service Design Approach” with funds from the Mexican Government through PRODEP. Additionally, we are grateful with the Department of Neurology of the CMNO, IMSS for authorizing the execution of this research, as well as the collaboration of the staff members.

References

  1. 1.
    Felce D, Perry J (1995) Quality of life: its definition and measurement. Res Dev Disabil 16(1):51–74CrossRefGoogle Scholar
  2. 2.
    United Nations, Department of Economic and Social Affairs, Population Division (2013) World population ageing 2013Google Scholar
  3. 3.
    Effken J (2002) Different lenses, improved outcomes: a new approach to the analysis and design of healthcare information systems. Int J Med Inform 65(1):59–74CrossRefGoogle Scholar
  4. 4.
    Carayon P, Bass EJ, Bellandi T, Gurses AP, Hallbeck MS, Mollo V (2011) Sociotechnical systems analysis in health care: a research agenda. IIE Trans Healthc Syst Eng 1(3):145–160CrossRefGoogle Scholar
  5. 5.
    Waterson P (2014) Health information technology and sociotechnical systems: a progress report on recent developments within the UK National Health Service (NHS). Appl Ergon 45(2, Part A):150–161Google Scholar
  6. 6.
    Hignett S, Carayon P, Buckle P, Catchpole K (2013) State of science: human factors and ergonomics in healthcare. Ergonomics 56:1491–1503CrossRefGoogle Scholar
  7. 7.
    Sauceda-Valenzuela AL, Wirtz VJ, Santa-Ana-Téllez Y, de la Luz Kageyama-Escobar M (2010) Ambulatory health service users’ experience of waiting time and expenditure and factors associated with the perception of low quality of care in Mexico. BMC Health Serv Res 10(1):178Google Scholar
  8. 8.
    United Nations, Department of Economic and Social Affairs, Population Division (2002) World population ageing: 1950-2050Google Scholar
  9. 9.
    United Nations, Department of Economic and Social Affairs, Population Division (2015) World population ageing 2015Google Scholar
  10. 10.
    Barrett J (2005) Support and information needs of older and disabled older people in the UK. Appl Ergon 36(2):177–183CrossRefGoogle Scholar
  11. 11.
    Tenneti R, Johnson D, Goldenberg L, Parker RA, Huppert FA (2012) Towards a capabilities database to inform inclusive design: experimental investigation of effective survey-based predictors of human-product interaction. Appl Ergon 43:713–726CrossRefGoogle Scholar
  12. 12.
    Aceves-Gonzalez C (2014) The application and development of inclusive service design in the context of a bus service. Loughborough University, Doctoral thesisGoogle Scholar
  13. 13.
    Stanton N, Salmon PM, Rafferty LA (2013) Human factors methods: a practical guide for engineering and design. Ashgate Publishing, Ltd., BurlingtonCrossRefGoogle Scholar
  14. 14.
    Robson C, McCartan K (2011) Real world research. Wiley, HobokenGoogle Scholar
  15. 15.
    Braun V, Clarke V (2006) Using thematic analysis in psychology. Qual Res Psychol 3:77–101CrossRefGoogle Scholar
  16. 16.
    Galindo-Estupiñan ZT, Aceves-Gonzalez C, Ortiz G, Rey-Galindo J, Mireles-Ramirez M (2017) Information characteristics in the operation of a healthcare service from the staff perspective. In: International conference on applied human factors and ergonomics. Springer, Cham, pp 303–313Google Scholar
  17. 17.
    Senju A, Johnson MH (2009) The eye contact effect: mechanisms and development. Trends Cogn Sci 13(3):127–134CrossRefGoogle Scholar
  18. 18.
    Kleinke CL (1986) Gaze and eye contact: a research review. Psychol Bull 100(1):78CrossRefGoogle Scholar
  19. 19.
    Argyle M, Dean J (1965) Eye-contact, distance and affiliation. Sociometry 28:289–304Google Scholar
  20. 20.
    Bopp KD (1989) Value-added ambulatory encounters: a conceptual framework. J Ambul Care Manag 12(3):36–44CrossRefGoogle Scholar
  21. 21.
    Fetter RB, Thompson JD (1966) Patients’ waiting time and doctors’ idle time in the outpatient setting. Health Serv Res 1(1):66Google Scholar
  22. 22.
    Thompson DA, Yarnold PR (1995) Relating patient satisfaction to waiting time perceptions and expectations: the disconfirmation paradigm. Acad Emerg Med 2(12):1057–1062CrossRefGoogle Scholar
  23. 23.
    Davis MM, Heineke J (1998) How disconfirmation, perception and actual waiting times impact customer satisfaction. Int J Serv Ind Manag 9(1):64–73CrossRefGoogle Scholar
  24. 24.
    Harper PR, Gamlin HM (2003) Reduced outpatient waiting times with improved appointment scheduling: a simulation modelling approach. OR Spectr 25(2):207–222CrossRefGoogle Scholar
  25. 25.
    Cayirli T, Veral E, Rosen H (2006) Designing appointment scheduling systems for ambulatory care services. Health Care Manag Sci 9(1):47–58CrossRefGoogle Scholar
  26. 26.
    Thompson DA, Yarnold PR, Williams DR, Adams SL (1996) Effects of actual waiting time, perceived waiting time, information delivery, and expressive quality on patient satisfaction in the emergency department. Ann Emerg Med 28(6):657–665CrossRefGoogle Scholar
  27. 27.
    Carpman JR, Grant MA (2016) Design that cares: planning health facilities for patients and visitors, vol 142. Wiley, HobokenGoogle Scholar
  28. 28.
    Devlin AS, Arneill AB (2003) Health care environments and patient outcomes: a review of the literature. Environ Behav 35(5):665–694CrossRefGoogle Scholar
  29. 29.
    Pati D, Harvey Jr. TE, Willis DA, Pati S (2015) Identifying elements of the health care environment that contribute to wayfinding. HERD Health Environ Res Des J 8(3):44–67Google Scholar
  30. 30.
    Ulrich RS (2001) Effects of healthcare environmental design on medical outcomes. In: Design and health: proceedings of the second international conference on health and design. Svensk Byggtjanst, Stockholm, pp 49–59Google Scholar
  31. 31.
    Hendrick HW, Kleiner BM (2005) Macroergonomics, theory, methods, and applications. CRC Press Taylor & Francis Group, Boca RatonGoogle Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.University of GuadalajaraGuadalajaraMexico
  2. 2.Ergonomics Research CentreUniversity of GuadalajaraGuadalajaraMexico

Personalised recommendations