Service Design in the Healthcare Sector: Improving the Educational Effort of Sundhedsplatformen
Authors
Babakhani, Sevil ; Lystlund, Rasmus
Term
4. term
Education
Publication year
2017
Submitted on
2017-05-31
Abstract
Sundhedsplatformen er et nyt IT-system i Region Hovedstaden, som har mødt kritik – også af måden, brugerne bliver uddannet på. Dette speciale undersøger, hvordan undervisningen i Sundhedsplatformen kan forbedres ved hjælp af metoder og værktøjer fra servicedesign og ved at inddrage flere aktører. For at forstå den nuværende undervisning interviewede vi forskellige aktører. På baggrund af sundhedspersonalets udsagn kortlagde vi udfordringer (“pain points”) og det, der fungerede godt (“gains”). Arbejdet førte til ni generelle udfordringer, som efter en workshop blev prioriteret ned til tre. Specialet præsenterer tre konkrete koncepter, udviklet i samarbejde med CIMT og valideret sammen med sundhedspersonale på flere hospitaler i Region Hovedstaden. CIMT, som fremover får ansvaret for undervisningen, har tilkendegivet et ønske om at ændre den nuværende praksis, hvilket er et positivt afsæt for at forbedre servicen. Koncepterne er designet til at reducere eller helt løse de udvalgte udfordringer og kan også påvirke andre identificerede problemer. Ved at inddrage sundhedspersonalets ønsker fra interviewene og deres feedback fra valideringen forventer vi, at koncepterne forbedrer den samlede undervisnings- og serviceoplevelse.
Sundhedsplatformen is a new IT system in the Capital Region of Denmark that has faced criticism, including how users are trained. This thesis explores how training for Sundhedsplatformen can be improved using service design methods and tools and by involving a broader set of stakeholders. To understand the current training, we conducted interviews with different actors. Based on healthcare staff statements, we mapped challenges (“pain points”) and what works well (“gains”). This work identified nine general pain points, which were prioritized down to three after a workshop. The thesis presents three concepts, co-developed with CIMT and validated with healthcare personnel at various hospitals in the Capital Region. CIMT, which will be responsible for future training, has expressed a wish to change the current setup, providing a positive starting point for improving the service. The concepts are designed to reduce or resolve the selected pain points and may also benefit other identified issues. By incorporating healthcare staff’s needs from the interviews and their feedback from validation, we expect the concepts to improve the overall training and service experience.
[This abstract was generated with the help of AI]
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