• Title, Summary, Keyword: Medical Service Design

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Case of Service Design Process for Medical Space Focused on Users (사용자중심 의료공간을 위한 서비스디자인 프로세스의 적용사례)

  • Noh, Meekyung
    • Journal of The Korea Institute of Healthcare Architecture
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    • v.21 no.4
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    • pp.27-36
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    • 2015
  • Purpose: Of late, the focus of service design is moving toward emphasizing customer satisfaction and taking users' experience more seriously. In addition to the change in perspective in service design, scholars in this area are paying more attention to service design methodology and process, as well as its theory and real-world case studies. In the case of medical space, there have been few studies in attempting to apply service design methods useful for deriving user-focused results. The author of this paper believes, however, case study-oriented approaches are more needed in this area rather than ones focusing on theoretical aspects. The author hopes thereby to expand the horizon to practical application of spatial design beyond service design methodology. Methods: In order to incorporate the strengths of service design methodology that can reflect a variety of user opinions, this study will introduce diverse tools in the framework of double diamond process. In addition, it will present field cases that successfully brought about best results in medical space design. It will end with summarizing the ideal process of medical space design which is reasonable and comprehensive. Results: Medical service encompasses preventive medicine as well as treatment of existing medical conditions. A study in establishing the platform of medical service design consists of a wide range of trend research, followed by the summary of two-matrix design classification based on results of the trend research. The draft of design process is divided into five stages composed of basic tools for establishing spatial flow lines created by matching service design tools with each stage of space design processes. In all this, most important elements to consider are communication and empathy. When service design is actually applied to space design, one can see that output has reflected the users' needs very well. The service design process for user-oriented medical space can thus be established by interactions on the final outcome and feedback on the results. Implications: One can see that the service design with the hospital at its center produces the result that encompasses the user's needs best. If the user-focused service design process for medical space can be extended to other space designs, the author believes that it would enhance the level of satisfaction for users and minimize trials and errors.

A study on the implications for resolving medical authoritarianism through case analysis of medical service design (의료서비스디자인 사례분석을 통한 의료권위주의 해소를 위한 시사점 연구)

  • Chung, Sungmo
    • Journal of the Korea Convergence Society
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    • v.11 no.9
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    • pp.333-340
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    • 2020
  • The purpose of this study is to find out what the contribution of medical service design to improve the quality of medical service has contributed to the resolution of medical authority, and to draw the implications necessary to further develop the medical service industry. As a method of research, first, the concept of medical authority was considered and the internal and external factors of medical authority were examined. Second, by examining the cases of medical service design, which resolved the medical emphasis inherent in internal and external factors, the key points and significance of problem solving were analyzed based on the core results. Third, the implications were to form a patient-centered medical culture for respect and dignity for patients, to break up the conventions inside medical staff to dismantle medical authority, and to establish a fair communication system for sharing medical information.

The Study on Service Design Development for Pharmacy Users: Using Smart Phone Application

  • Lee, Dong-Min;Park, Hye-Jung;Lee, Dong-In
    • Journal of the Ergonomics Society of Korea
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    • v.31 no.1
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    • pp.93-100
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    • 2012
  • Objective: This study is to review the current state of services offered to pharmacy users, and develop a service design converging a prescription service and a smart phone application service in order to enhance patients' experience at pharmacies and home. Background: Under the new medical system; separation of prescribing and dispensing drugs, a doctor writes a prescription to their patients and patients have their prescription filled at the pharmacy. As the number of flue, allergy and atopy patients has increased, waiting lines have been longer at pharmacies. Besides, the current medical service system lacks of providing proper information on prescribed pills to patients. There are already services offered during waiting times such as offering free drinks, magazines or suggesting general drugs which you can buy without prescription, however they neither cover the current medical service's shorts nor shorten the waiting time. Method: I researched objective and perceived waiting times reduction methods, the current service status at pharmacies, and the government's policy direction in a medical service. Also, I observed a patient's journey from the hospital to pharmacy and then home. I examined the circumstance at pharmacies, patients' behaviors and their thoughts during their journey, and extracted three main goals to design a service in order to help patients have positive perception during the waiting time; (1) to reduce the perceived time by the way of visualizing time and offering readings about what patients consider necessary, (2) to educate patients what they are into and how to get through, (3) to establish trust among patients, doctors and pharmacists. Based on three goals, I designed a structure and a wireframe for a new service application of smart phones. Results: With a new service design for pharmacy users, users can track their medical record and visit the information about their current medical treatments anytime. Also the service helps patients build reliable relationships with doctors and pharmacists. Conclusion: Experience is not just an activity but series of multiple activities. The serving range of a medical service should not be determined by stakeholders but user's holistic experience. By approaching a service design with a holistic vision, it can enrich not only a temporary experience but also a whole life well being. Application: Since there are already many service applications advising patients about their illness and finding right doctors, this service design is focused on the experience from getting a prescription till feeling better. The next move is to combine those two parts medical services and design an integrated service application. As a prescription is going to be coded in numbers, we might consider to design an un-attended pharmacy which can shorten huge amount of time for filling prescriptions.

Design and Technical Development of Health Promotion Services Applied with Gamification (게이미피케이션을 적용한 건강 증진 서비스 디자인)

  • Kim, Du-Beom;Kim, Tae-Won;Kim, Kyong;Kim, Seong-Hyun
    • Journal of the Korean Society for Computer Game
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    • v.30 no.3
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    • pp.1-9
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    • 2017
  • Medical services, converged with information technology, are going beyond simple health diagnosis to embrace health improvement. Applications installed in various personal devices such as mobile phones are quantifying and accumulating abundant data, ushering in the age of personalized medical service. Motivation for such IT-based unconstrained health enhancement service, however, has long been a challenge for both service providers and users. As such, the present study suggests gamification of health promotion service as one of solutions to the problem, and analyzes the principle and elements of gamification to derive effective results. In addition, it examines seven strategies from exercise studies that adopted game aesthetics and gamification, or components of the Mechanics-Dynamics-Aesthetics (MDA) framework, and applies them to user interface and avatar design.

Development of Customer Experience-Based TB Management Service for a Local Public Medical Institution (일 지역공공의료기관의 고객경험기반 결핵관리서비스 디자인)

  • Kang, Myung-Ju;Chung, Kyung-Hee;Jo, Eun-Young
    • The Journal of the Korea Contents Association
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    • v.18 no.9
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    • pp.399-410
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    • 2018
  • This study is a methodological approach to the study of a customer experience-based Tuberculosis(TB) management service design for a local public medical institution, with the application of the service design process by the Design Council in the UK. This study designed a TB management service for a local public medical institution using the service design method which identifies and resolves TB management-related problems based on experiences of medical personnel of TB facilities as well as of TB patients. To design a TB management service for the whole process from hospitalization to discharge and then to cooperation with local communities, a team was formed with 12 TB management-related personnel. The team went through the four phases of service design process: Discover, Define, Develop and Deliver. In addition, the TB management service based on customer experience was developed that included eight services related to processes from hospitalization to discharge and cooperation with local communities. According to the study results, a service design methodology was found to be considerably effective in developing a service program that takes into account an overall circumstance of various relevant personnel as well as patients. It is suggested that further studies use a service design methodology in developing various health management service programs in need of improvement of work efficiency among relevant personnel as well as providing the best satisfaction for customers by identifying hidden needs based on their experiences.

Medical Service with Design (의료 서비스와 디자인)

  • Choi, Won-Jae
    • JOURNAL OF THE KOREAN ACADEMY OF PEDTATRIC DENTISTRY
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    • v.43 no.4
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    • pp.473-479
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    • 2016
  • In connection with medical care, designs have been developed by forming relationships, typically supporting Visual Communication Design, Product Design and Environment Design healthcare environment aesthetically pleasing and convenient. However, in recent designs, expertise has increased, new areas specialized are merged with various areas and academic disciplines and subdivided. In addition, due to the development of technology, the design has been continuously changing, creating a new form of model by fusing with various industries, academics and services. Recognizing the changes and developments of these designs, we are promoting research on utilization of design in medical services, we can create a new value by getting out of design that we have limitedly used in areas of traditional design I will try to know about developing into a design.

A Service System Design to Support Medical Tourism in South Korea (한국 의료관광 서비스시스템 디자인)

  • Yoon, Hee Sung;Cho, Sung Woock;Sugumaran, Vijayan
    • Information Systems Review
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    • v.15 no.2
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    • pp.59-73
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    • 2013
  • Healthcare costs are continuously increasing due to longer life expectancy and providing global healthcare services through medical tourism is new service growth engine for Korea. Several countries have well established programs and infrastructure dedicated to medical tourism. South Korea is attempting to become a major player in this domain by undertaking broad initiatives. The success of medical tourism is greatly impacted by easy access to two types of information, namely, medical and travel information. The National Health Insurance System in Korea collects huge amount of clinical and financial information from all hospitals. However, this information does not get used effectively in health and travel information systems to support medical tourism. This paper provide clear process map of medical tourism to understand how the patient and information process both medical and tourism fields also describe the need of customer and service provider. In this paper, we develop a medical tourism service system that will promote information exchange and service delivery.

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A Study on the Development of Emergency Medical Dispatch Information System using ASP (응급통신관리 정보시스템 구축과 ASP 활용에 관한 연구)

  • Choi, Keun-Myung
    • The Korean Journal of Emergency Medical Services
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    • v.6 no.1
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    • pp.27-37
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    • 2002
  • The health and medical service attracts more public attention as the economy of Korea is rapidly growing up and the standard of living is elevated. Especially, the interest and demand on the prehospital emergency medical service that consists of the important part of primary medical service that is directly related to the life of patients are gradually increased. However, as compared with other advanced countries such as America in this area, Korea actually fell behind in the utilization of IT (Information Technology) to maximize the efficiency of emergency service system as well as has a problem in the general service system. This study suggested the necessity to introduce EMD (Emergency Medical Dispatch) system that takes a great role as the core part in the prehospital emergency medical service that is not systemized in Korea yet. In addition, this study proposed the implementation model of EMD ASP system using ASP (Application Service Provider) in EMD system to flexibly deal with the change of IT and efficient implementation and integration of information system as well as to significantly reduce cost through wire/wireless high speed Internet network that is politically promoted in Korea on the basis of EMD. The system analysis and design was executed by HIPO (Hierarchy Plus Input Process Output) analysis that was the conceptual design technology for EMD information system modeling based on ASP and DFD (Data Flow Diagram). This study proposed DB table configuration and data schema to implement the application of web browser interface in EMD system through ERD(ER-Diagram) of EMD ASP system. Finally, this study described how to implement and utilize EMD information system. This study aims to facilitate the qualitative development of emergency medical service in the future as suggesting the concrete models for the implementation of high value-added prehospital emergency medical information system as applying ASP concept to EMD system of prehospital emergency medical service area.

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Developing Dental Service Guideline for Disabled Patients - Using Service Design Methods - (장애인 구강의료기관을 위한 서비스지침 개발 - 서비스디자인 기법을 활용하여 -)

  • Kim, So Yun;Paik, Hye-Ran;Kim, Young-Jae
    • Korea Journal of Hospital Management
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    • v.22 no.3
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    • pp.118-132
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    • 2017
  • This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers' needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.