Advertisement

Service Designing a New Hospital for Lapland Hospital District

  • Satu Miettinen
  • Mira Alhonsuo
Chapter

Abstract

This chapter focuses on a service design development project carried out in the Lapland Hospital District. Research was conducted on how to foster more agile, human-centred services using the service design approach. The hospital design process thus had to consider localised challenges and offer specialised healthcare and state-of-the-art management processes that are human-centred and that motivate the hospital staff. This chapter examines two different case studies of development projects related to the Lapland Central Hospital. The first one involved developing management processes for the new hospital using a benchmarking process. The second case study examined the children’s rehabilitation programme in Lapland and used service design tools to visualise the existing healthcare ecosystem surrounding municipalities’ rehabilitation facilities and to tackle local challenges in this programme.

References

  1. Beirão, G., Patrício, L., & Fisk, R. P. (2017). Value cocreation in service ecosystems: Investigating health care at the micro, meso, and macro levels. Journal of Service Management, 28(2), 227–249.  https://doi.org/10.1108/JOSM-11-2015-0357 CrossRefGoogle Scholar
  2. Benson, H. R. (1994). An introduction to benchmarking in healthcare. Radiology Management, 16(4), 35–39.Google Scholar
  3. Böhme, T., Williams, S. J., Childerhouse, P., Deakins, E., & Towill, D. (2013). Methodology challenges associated with benchmarking healthcare supply chains. Production Planning & Control, 24(10–11), 1002–1014.CrossRefGoogle Scholar
  4. Chang, H. H., Chou, P. B., & Ramakrishnan, S. (2009). An ecosystem approach for healthcare services cloud. In Proceedings from ICEBE ‘09: E-Business Engineering, IEEE International Conference on e-Business Engineering (pp. 608–612), Macau, China, IEEE.Google Scholar
  5. Cottan, H., & Leadbeater, C. (2004). Health: Co-creating services. London: Design Council.Google Scholar
  6. Delbecq, A. L. (1994). Innovation as a Silicon Valley obsession. Journal of Management Inquiry, 3(3), 266–275.CrossRefGoogle Scholar
  7. Donetto, S., Pierri, P., Tsianakas, V., & Robert, G. (2015). Experience based co-design and healthcare improvement: Realizing participatory design in the public sector. The Design Journal, 18(2), 227–248.  https://doi.org/10.2752/175630615X14212498964312 CrossRefGoogle Scholar
  8. Fagerström, L., & Rainio, A. K. (1999). Professional assessment of optimal nursing care intensity level: A new method of assessing personnel resources for nursing care. Journal of Clinical Nursing, 8(4), 369–379.CrossRefGoogle Scholar
  9. Fagerström, L., Rainio, A. K., Rauhala, A., & Nojonen, K. (2000). Validation of a new method for patient classification, the Oulu Patient Classification. Journal of Advanced Nursing, 31(2), 481–490.CrossRefGoogle Scholar
  10. Frow, P., McColl-Kennedy, J. R., & Payne, A. (2016). Co-creation practices: Their role in shaping a health care ecosystem. Industrial Marketing Management, 56, 24–39.CrossRefGoogle Scholar
  11. Gambarov, V., Sarno, D., Hysa, X., Calabrese, M., & Bilotta, A. (2017). The role of loyalty programs in healthcare service ecosystems. The TQM Journal, 29(6), 899–919. Retrieved March 26, 2018, from  https://doi.org/10.1108/TQM-02-2017-0019 CrossRefGoogle Scholar
  12. Guey, B. (2016). Service design at scale. In S. Miettinen (Ed.), An introduction to industrial service design (pp. 44–52). Abingdon: Taylor & Francis.Google Scholar
  13. Jones, P. H. (2013). Design for care: Innovating healthcare experience. Brooklyn, NY: Rosenfeld Media, LLC.Google Scholar
  14. Judice, A. (2014). Design for hope: Health information in Vila Rosário. Doctoral dissertation 95, Aalto University. School of Arts, Design and Architecture. Helsinki: Aalto ARTS Books.Google Scholar
  15. Kitson, A., Marshall, A., Bassett, K., & Zeitz, K. (2013). What are the core elements of patient-centred care? A narrative review and synthesis of the literature from health policy, medicine and nursing. Journal of Advanced Nursing, 69(1), 4–15.CrossRefGoogle Scholar
  16. Koh, L. C., Slingsby, A., Dykes, J., & Kam, T. S. (2011). Developing and applying a user-centered model for the design and implementation of information visualization tools. In Proceedings from ICIV’11: 15th International Conference on Information Visualisation (IV) (pp. 90–95). Los Alamitos, CA, IEEE.Google Scholar
  17. Kujala, J., Lillrank, P., Kronström, V., & Peltokorpi, A. (2006). Time-based management of patient processes. Journal of Health Organization and Management, 20(6), 512–524.CrossRefGoogle Scholar
  18. Kuure, E., Miettinen, S., & Alhonsuo, M. (2014). Change through service design: Service prototyping as a tool for transformation and learning (Conference paper). Retrieved February 22, 2018, from http://www.drs2014.org/en/presentations/243/
  19. Lemieux-Charles, L., & McGuire, W. L. (2006). What do we know about health care team effectiveness? A review of the literature. Medical Care Research and Review, 63(3), 263–300.CrossRefGoogle Scholar
  20. Lorig, K. R., Mazonson, P. D., & Holman, H. R. (1993). Evidence suggesting that health education for self-management in patients with chronic arthritis has sustained health benefits while reducing health care costs. Arthritis & Rheumatology, 36(4), 439–446.CrossRefGoogle Scholar
  21. Manzini, E. (2011). Introduction. In A. Meroni & D. Sangiorgi (Eds.), Design for services (pp. 1–6). Farnham: Gower.Google Scholar
  22. Meroni, A., & Sangiorgi, D. (Eds.). (2011). Design for services. Farnham: Gower.Google Scholar
  23. Meyer, J. (2000). Qualitative research in health care: Using qualitative methods in health related action research. BMJ: British Medical Journal, 320(7228), 178–181.  https://doi.org/10.1136/bmj.320.7228.178 (Published 15 January 2000).CrossRefGoogle Scholar
  24. Miettinen, S. (Ed.). (2016). Introduction to industrial service design. Abingdon: Taylor & Francis Group.Google Scholar
  25. Oosterom, A., Stickdorn, M., Belmonte, B., Beuker, R., Bisset, F., Blackmon, K., et al. (2010). This is service design thinking: Basics – tools – cases. Amsterdam: BIS.Google Scholar
  26. Polaine, A., Løvlie, L., & Reason, B. (2013). Service design: From insight to implementation. New York: Rosenfeld Media.Google Scholar
  27. Porter, M. E., & Lee, T. H. (2013). The strategy that will fix health care. Harvard Business Review, 91(10), 50–70.Google Scholar
  28. Powell, W., Powell, V., & Simmonds, M. (2014). Virtual reality for gait rehabilitation: Promises, proofs and preferences. Retrieved February 22, 2018, from https://dl.acm.org/citation.cfm?id=2674450
  29. Reay, S., Collier, G., Kennedy-Good, J., Old, A., Douglas, R., & Bill, A. (2017). Designing the future of healthcare together: Prototyping a hospital co-design space. CoDesign, 13(4), 227–244.CrossRefGoogle Scholar
  30. Reunanen, M., Talvitie, U., Järvikoski, A., Pyöriä, O., & Härkäpää, K. (2016). Client’s role and participation in stroke physiotherapy encounters: An observational study. European Journal of Physiotherapy, 18(4), 210–217.CrossRefGoogle Scholar
  31. Rodrigues, R., & Tavares, J. M. R. S. (2015). Users’ emotions and experience in healthcare services, Conference paper. Retrieved February 22, 2018, from https://www.researchgate.net/publication/303381643_Users’_emotions_and_experience_in_healthcare_services
  32. Saco, R. M., & Goncalves, A. P. (2008). Service design: An appraisal. Design Management Review, 19(1), 10–19.CrossRefGoogle Scholar
  33. Sanders, E., & Stappers, P. J. (2008). Co-creation and the new landscapes of design. Co-design, 4(1), 5–18.Google Scholar
  34. Shneiderman, B., Plaisant, C., & Hesse, B. W. (2013). Improving healthcare with interactive visualization. Computer, 46(5), 58–66.CrossRefGoogle Scholar
  35. Timonen, V. (2003). Restructuring the welfare state: Globalization and social policy reform in Finland and Sweden. Cheltenham: Edward Elgar.Google Scholar
  36. Toussaint, J. S., & Berry, L. L. (2013). The promise of lean in health care. Mayo Clinic Proceedings, 88(1), 74–82.CrossRefGoogle Scholar
  37. Vargo, S. L., & Akaka, M. A. (2012). Value cocreation and service systems (re)formation: A service ecosystems view. Service Science, 4(3), 207–217.CrossRefGoogle Scholar
  38. Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic in marketing. Journal of Marketing, 68, 1–17.CrossRefGoogle Scholar
  39. Vargo, S. L., & Lusch, R. F. (2017). Service-dominant logic 2025. International Journal of Research in Marketing, 34(1), 46–67.  https://doi.org/10.1016/j.ijresmar.2016.11.001 CrossRefGoogle Scholar
  40. Wankhade, P. (2011). Performance measurement and the UK emergency ambulance service: Unintended consequences of the ambulance response time targets. International Journal of Public Sector Management, 24(5), 384–402.CrossRefGoogle Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Faculty of Art and DesignUniversity of LaplandRovaniemiFinland
  2. 2.Culture-Based Service Design Doctoral Programme, Faculty of Art and DesignUniversity of LaplandRovaniemiFinland

Personalised recommendations