The chapter then discusses how service design methods can be used in overcoming challenges in hospitals and effectively implement change. An overview of relevant methods and strategies from service design is given before they are exemplified through a case study of a service design project at an Emergency Department. This chapter gives an overview of pressures for change and identifies key barriers hospitals face when managing change. Service design is a user-centric approach that includes service providers, end-users and stakeholders in the design process. A large number of change initiatives fail due to unfocused and insecure management, and there is a need for a new way of implementing change. To manage change, it is important to identify challenges for change in the service that needs improving. Service design is the activity of planning and implementing change to improve the quality of a service. Meanwhile, increasing attention has been paid to the potential value of service design tools within healthcare. Healthcare is in need of change because of an ongoing growing and ageing population.
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