Service design in the healthcare context: Improving the process of implementing the service platform MinMenu: Improving the process of implementing the service platform MinMenu
Translated title
Service design in the healthcare context: Improving the process of implementing the service platform MinMenu
Authors
Jensen, Carina Steensen ; Pedersen, Christina Parlov
Term
4. term
Education
Publication year
2017
Submitted on
2017-07-31
Pages
130
Abstract
MinMenu er en digital ernæringsplatform udviklet af it-virksomheden Movesca, som skal hjælpe ældre patienter under indlæggelse med deres ernæring. Løsningen er for nylig taget i brug på Herlev og Gentofte Hospitaler, men overgangen fra første implementering til daglig drift har givet udfordringer. Dette speciale undersøger, hvordan denne overgang kan forbedres ved at bruge servicedesign—en tilgang, der designer hele servicen, trækker på metoder fra andre fagområder og involverer medarbejdere og brugere i samskabelse. For at forstå implementeringen gennemførte vi et etnografisk feltstudie med kontekstuelle interviews og observationer af relevante aktører. En gennemgang af rammer for implementering i servicedesign viste, at designere henter inspiration fra forandringsledelse. Det udvidede vores ramme og gav et bredere blik på, hvad der er vigtigt at have med i en implementeringskontekst. Analysen identificerede fire centrale implementeringsbarrierer. Sammen med medarbejdere på hospitalet undersøgte vi disse barrierer og fokuserede videre på to af dem. Specialet præsenterer løsningskoncepter, der skal reducere eller fjerne de udvalgte barrierer. Koncepterne er udviklet og testet i samarbejde med sundhedspersonale og valideret sammen med Movesca. For at understøtte næste skridt har vi afleveret en Concept Roadmap-rapport med beskrivelser af anbefalinger, formål og tilhørende handlinger. På baggrund af processen og den modtagne feedback vurderer vi, at koncepterne vil forbedre oplevelsen af at implementere MinMenu.
MinMenu is a digital nutrition platform created by the IT company Movesca to support older hospital patients with their nutrition during admission. The system was recently introduced at Herlev and Gentofte Hospitals, but the shift from initial rollout to day-to-day operation proved challenging. This thesis examines how to make that transition smoother by applying service design—an approach that plans the whole service, draws on methods from other fields, and involves staff and users in co‑design. To understand the implementation context, we conducted an ethnographic field study with contextual interviews and on‑site observations of relevant actors. A review of service design implementation frameworks showed clear links to change management. This insight helped us extend the framework and clarify what matters in an implementation context. Our analysis identified four main implementation barriers. Working with hospital staff, we explored these barriers and then focused on two of them. The thesis presents solution concepts aimed at reducing or removing the targeted barriers. The concepts were co‑developed and tested with healthcare staff and validated with our partner Movesca. To support next steps, we delivered a Concept Roadmap report that describes the recommendations, their intended purpose, and the actions required. Based on the process and stakeholder feedback, we expect these concepts to improve the implementation experience of MinMenu.
[This abstract was generated with the help of AI]
Keywords
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