Abstract
Service design provides the means to make sense of the complex interactions and processes experienced when delivering and receiving patient care. The tools of service design generate visual narratives that communicate experiences of and interactions between medical staff, hospital patients and carers, as well as mapping processes and systems and identifying the nature of relationships between the various stakeholders involved. Often service design tools are used to communicate what was observed and what might be done, but when used as analytical and diagnostic tools, they deliver a powerful means of sharing thinking and decision-making across a wider community beyond the designers themselves. The authors discuss the application of human-centric service design, not only as the means to design innovative service outcomes but to analyse and diagnose the complex processes involved in delivering patient care. The utilisation of this multifaceted design process resulted in richer service prognosis and propositions in concordance with the needs of patients, carers, hospital staff and clinicians than often provided by the more routine qualitative or quantitative analysis of service delivery. Using case studies of projects undertaken at University Hospital Crosshouse to illustrate our findings, this chapter explores the issues encountered during the application of service design and service thinking by clinical and non-clinical professionals, including the lessons learned in developing sustainable innovation practices that reduced reliance on the presence of designers. We highlight the dynamics of this approach, looking through the lens of person-centred service design and open innovation, how staff and service users engaged in exploring new insights and approaches.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsReferences
Bailey, S. G. (2012). Embedding service design: The long and the short of it. In P. Tossavainen, M. Harlula, & S. Hollid (Eds.), Proceedings of 3rd service design and service innovation conference, ServDes. 2012. Linköping electronic conference proceedings (Vol. 67, pp. 31–41). Linköping: Linköping University Electronic Press.
Bailey, S. G. (2013). Exploring where designers and non-designers meet within the service organisation: Considering the value designers bring to the service design process. In Crafting the Future, 10th European Academy of Design Conference, 17th–19th April 2013, HDK, School of Art & Design, University of Gothenburg, Sweden.
Batalden, M., Batalden, P., Margolis, P., Seid, M., Armstrong, G., Opipari-Arrigan, L., et al. (2016). Coproduction of healthcare service. BMJ Quality & Safety, 25(7), 509–517.
Brown, J. S., & Duguid, P. (2000). The social life of information. Boston, MA: Harvard Business School Press.
Calderwood, C. (2016). Chief Medical Officer’s Annual Report 2014–2015, Realistic Medicine. Edinburgh: The Scottish Government (Ed.).
de Silva, D. (2013). Improving patient flow across organisations and pathways. Evidence Scan, No. 19, The Health Foundation (Ed.), London. Retrieved February 27, 2018, from http://www.health.org.uk/publication/improving-patient-flow-across-organisations-and-pathways
Foster, P. A. (2014). The open organization: A new era of leadership and organizational development. Surrey: Gower.
Gabriel, M., Stanley, I., & Saunders, T. (2017). Open innovation in health: A guide to transforming healthcare through collaboration. London: Nesta.
Innovation Catalyst Programme. (2013). About WeAreCatalysts.org. Retrieved February 27, 2018, from http://www.wearecatalysts.org/about
Intermountain Healthcare. (2018). Intermountain Healthcare Delivery Institute. Retrieved February 27, 2018, from https://intermountainhealthcare.org/about/transforming-healthcare/institute-for-healthcare-delivery-research/
Jones, P. H. (2013). Design for care: Innovating healthcare experience. New York: Rosenfeld Media, LLC.
Junginger, S., & Bailey, S. G. (2017). Designing vs designers: How organizational design narratives shift the focus from designers to designing. In D. Sangiorgi & A. Prendiville (Eds.), Designing for service: Key issues and new directions (pp. 33–47). London: Bloomsbury.
Kolko, J. (2010). Abductive thinking and sensemaking: The drivers of design synthesis. Design Issues, 26(1), 15–28.
LiSAB. (2011). Scottish Life Sciences Strategy 2011: Creating Wealth, Promoting Health. 2020 Vision, Life Sciences Advisory Board (Ed.), Life Sciences Scotland, SE/3350/Mar11. Retrieved February 27, 2018, from www.lifesciencescotland.com
Mellor, J. (2015). Complaints about acute trusts 2014–15. Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London. Retrieved February 27, 2018, from https://www.ombudsman.org.uk/sites/default/files/NHS_Complaint_stats_report_2014-15.pdf
Scottish Government. (2012). Innovation in health. Retrieved February 27, 2018, from http://www.gov.scot/Topics/Health/Quality-Improvement-Performance/Innovation-Health
Scottish Government. (2013). Route map to the 2020 vision for health and social care. Retrieved February 27, 2018, from http://www.gov.scot/Topics/Health/Policy/Quality-Strategy/routemap2020vision
Suchman, A. L. (2011, December). Organizations as machines, organizations as conversations: Two core metaphors and their consequences. Medical Care, 49, S43–S48
Von Krogh, G., Ichijo, K., & Nonaka, I. (2000). Enabling knowledge creation. New York: Oxford University Press.
Acknowledgement
The authors would like to acknowledge and thank everyone that was involved in making these projects a success; in particular, the staff and patients at NHS Ayrshire and Arran, and the students and staff of the product design department at Glasgow School of Art. Also, NHS Lothian for their involvement in ongoing collaborations with NHS Ayrshire and Arran and Glasgow School of Art.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this chapter
Cite this chapter
Bailey, S.G., Bell, K.L., Hartung, H. (2019). Service Design Empowering Innovative Communities Within Healthcare. 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_9
Download citation
DOI: https://doi.org/10.1007/978-3-030-00749-2_9
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-00748-5
Online ISBN: 978-3-030-00749-2
eBook Packages: Business and ManagementBusiness and Management (R0)