CTF blog: New Book on Service Design in Healthcare2019-03-01
Read new blog post by PhD Student Josina Vink.
Service design is gaining increasing interest and investment in healthcare. This can be seen by the proliferation of design labs popping up in healthcare organizations around the globe. This growing movement is also evidenced by the creation of new design and health masters programs (like at OCAD University and Imperial College London), the emergence of several conferences on the topic, for example Design4Health2018 Sheffield, and the creation of the Design for Health Journal.
With these developments, the knowledge about and from this emerging field is growing. To consolidate and advance research and practice on service design in healthcare, a new book has just been released entitled “Service Design and Service Thinking in Healthcare and Hospital Management: Theory, Concepts, and Practice”, which is edited by Mario A. Pfannstiel & Christoph Rasche. Myself, several colleagues at CTF as well as a number of collaborators and friends have contributed to various chapters. Below, I will briefly highlight the distinct focus of a few of these chapters.
Service Design as a Transformational Driver Toward Person-Centered Care in Healthcare (Malmberg, Rodrigues, Lännerström, Wetter-Edman, Vink & Holmlid) This chapter describes how service design can help to catalyze the transformation of healthcare from a biomedical model towards person-centered care by facilitating changes in context, roles, processes and outcomes.
Changing the Rules of the Game in Healthcare Through Service Design (Vink, Prestes Joly, Wetter-Edman, Tronvoll, & Edvardsson) This chapter illuminates how specific characteristics of service design practices contribute to intentionally creating, disrupting and maintaining the entrenched ways of operating within the healthcare system, demonstrated by examples from Experio Lab.
Service Design During the Later Development Phases: Introducing a Service Design Roadmapping Approach (Almqvist) In response to criticisms about the service design discipline’s lacking attention to implementation, this chapter introduces “service design roadmapping” as a way to support the transition from prototyping to an operationalized healthcare service.
The Use of Tangible Tools as a Means to Support Co-design During Service Design Innovation Projects in Healthcare (Rygh & Clatworthy) Through examples from practice, this chapter describes how tangible tools in healthcare co-design processes can help participants from across disciplines communicate complex matters through familiar metaphors.
Investigating the “In-betweenness” of Service Design Practitioners in Healthcare(Romm & Vink) Through an in-depth interview study, this chapter highlights the approach of “in-betweeness” that service design practitioners enact by positioning themselves as insider-outsiders, working to create radical-incremental change, and catalyzing top-up dynamics in healthcare organizations.
Evaluating Co-production in Mental Health Services as a Support for Co-design Activities (Foglieni, Segato, Sangiorgi, & Carrera) Exemplified by an action research project done in Milan, this chapter highlights how evaluation can be integrated into service design processes to support organizational change toward co-production in mental health services.
Plus, there 23 other chapters jampacked with cases, methods and frameworks for service design in healthcare. The consolidation of this work is an important step in the development of this emerging field of research and practice, but more needs to be done. I see a great need for the continued development of a more reflexive, systemic approach to service design in health and care - one that embraces critical and conflicting perspectives to enable the ongoing adaptation of health service systems and the related service design processes.
If you have any questions or can’t access the book but would like further insights, you can contact me at email@example.com.
Link to the book “Service Design and Service Thinking in Healthcare and Hospital Management: Theory, Concepts, and Practice”