Service Design in the Healthcare Sector: Improving the Educational Effort of Sundhedsplatformen

Babakhani, Sevil ; Lystlund, Rasmus

4. term

Service Systems Design, Master

2017

2017-05-30

Sundhedsplatformen er et nyt IT-system som er blevet implementeret i Region Hovedstaden. IT-systemet har modtaget kritik fra medierne og sundhedspersonalet, heriblandt undervisningen af Sundhedsplatformen. Dette speciale undersøger hvordan undervisningen af Sundhedsplatformen kan forbedres ved brugen af service design metoder og værktøjer, samt hvordan en større inkludering af servicens aktører kan være gavnligt. For at få et større indblik i undervisningen af Sundhedsplatformen, blev der foretaget interviews med forskellige aktører. Derefter blev der foretaget en analyse baseret på udtalelserne fra sundhedspersonalet inddelt i ‘pain point’ og ‘gains’. Disse udtalelser mundede ud i ni generelle pain points, som efter en workshop blev reduceret til tre pain points. Specialet munder ud i tre koncepter, som er udviklet i samarbejde med CIMT og valideret med sundhedspersonalet på forskellige hospitaler i Region Hovedstaden. Som de fremtidige ansvarlige for uddannelsen af Sundhedsplatformen, har CIMT udtalt, at de ønsker at ændre den nuværende uddannelse, hvilket kan blive set som en positiv start til at forbedre servicen. Koncepterne er bygget til at mindske eller helt løse de udvalgte pain points, dog mener vi at koncepterne også kan have indflydelse på andre identificerede pain points i servicen. Ved at tage udgangspunkt i sundhedspersonalets ønsker fra de forrige interviews samt deres udtalelser fra valideringen af koncepterne, mener vi at koncepterne vil forbedre servicens oplevelse.

Sundhedsplatformen is a new IT system that has been implemented in Region Hovedstaden. The IT system has received criticism from the media and healthcare personnel, amongst this the education of Sundhedsplatformen. This thesis examines how the education of Sundhedsplatformen can be improved through the use of service design methods and tools, as well as how a greater inclusion of actors can be beneficial. In order to gain a better insight into the education of Sundhedsplatformen, interviews with different actors were conducted. An analysis was then based on the statements of the healthcare personnel divided into 'pain points' and 'gains'. These statements resulted in nine general pain points, which after a workshop were reduced to three pain points. This thesis presents three concepts, developed in collaboration with CIMT and validated with healthcare personnel at various hospitals in Region Hovedstaden. As the future responsible for the education of Sundhedsplatformen, CIMT has stated that they wanted to change the current education, which can be seen as a positive start to improving the service. The concepts are designed to reduce or completely solve the selected pain points, but we believe that the concepts may also affect other identified pain points in the service. By including the wishes of the healthcare personnel from the previous interviews and their opinions from validating the concepts, we believe that the concepts will improve the service experience.

co-design ; healthcare sector ; pain points ; gains ; Region H ; Sundhedsplatformen

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