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Patient Ideation in Service Innovation
Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
2011 (English)Conference paper, Published paper (Other academic)
Abstract [en]

Customer involvement in the ideation of service innovation is generally considered a means for the service provider to find original ideas, which result in high impact on customer satisfaction. In this study patients record ideas using a diary over a course of two weeks, capturing ideas “in situ” at the hospital or in the home environment. The study shows that patients can provide valuable ideas from the customer perspective and that they often wish to be more active participants.

Place, publisher, year, edition, pages
2011.
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:liu:diva-78715OAI: oai:DiVA.org:liu-78715DiVA: diva2:535089
Conference
QUIS12. The 12th International Research Symposium on Service Excellence in Management, Cornell, NY, USA, June 2-5
Available from: 2012-06-19 Created: 2012-06-19 Last updated: 2012-06-19Bibliographically approved
In thesis
1. Co-creation in Healthcare Service Development: A Diary-based approach
Open this publication in new window or tab >>Co-creation in Healthcare Service Development: A Diary-based approach
2012 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

The patient is the only person who experiences the complete course of a healthcare problem, from first symptom to any contacts with the healthcare system to examination, treatment, follow-up activities and rehabilitation. The aim of this thesis is to explore how caregivers, together with patients, can draw on the knowledge patients acquire from their experiences in healthcare service development. This represents a break with the traditional role of the patient, which has been one of a passive receiver of care, following a supplier-centered view on value creation, which has increasingly been challenged both in the healthcare management discourse and in service research. Instead it is argued that value can only be co-created with customers, or patients in the case of healthcare. This means that the patients’ value-creating processes and contexts need to be emphasized and that patients are seen as a possible resource in their own care but also in the development of services and products. Despite this change in discourse, practical methods and empirical studies concerning patient involvement are scarce. This thesis adds to the field through an empirical exploration of co-creation in the development of healthcare. Through an action research approach, researchers and healthcare personnel have collaborated to develop a model for involving patients in service development, by inviting patients to share ideas and experiences through diaries.

A workable, three-phase (preparation, execution and learning) model for patient involvement through diaries has been developed, and applied in three clinics (orthopedic, rehabilitation, gastro). A total of 53 patients from the different care processes have contributed ideas and experiences using paper and pen diaries or blogs, or by calling an answering machine. By doing so for a period of 14 days, the patients have submitted a total of 360 ideas.

Three ways are proposed for utilizing the rich data submitted by the patients in service development. First, ideas from diaries can be used as input for service development. Second, a larger sample of diaries can be used to create a report of patient experiences, in which problem areas in the care process can be identified, and combined with other statistics. Third, individual patients’ stories can be highlighted and serve as a basis for discussion in the organization to shift the focus to the patient’s experience, serving as a motivator for change within the caregiving organization.

The study shows that patients can share ideas and experiences regarding a range of topics, including clinical, organizational, social, informational, and practical issues and attitudes among healthcare staff. The contexts to which these ideas and experiences applied were caregiver, home, extended caregiver, and work, and often concerned topics and aspects of the patient’s care process that are invisible to the caregiver.

Although healthcare organizations should be aware of the limitations to participation an illness may imply among some patients, patient co-creation in service development provides several important benefits. Acquiring knowledge regarding the parts of the patient’s care process that are invisible to the caregiver is key to improving care and supporting patients’ work of healing and managing life. Patients’ insights and creativity are an untapped resource for development of many aspects of the healthcare process.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2012. 54 p.
Series
Linköping Studies in Science and Technology. Thesis, ISSN 0280-7971 ; 1539
National Category
Engineering and Technology
Identifiers
urn:nbn:se:liu:diva-78717 (URN)LiU-TEK-LIC 2012:24 (Local ID)978-91-7519-864-4 (ISBN)LiU-TEK-LIC 2012:24 (Archive number)LiU-TEK-LIC 2012:24 (OAI)
Presentation
2012-06-12, ACAS, A-huset, Campus Valla, Linköpings universitet, Linköping, 13:15 (Swedish)
Opponent
Supervisors
Available from: 2012-06-19 Created: 2012-06-19 Last updated: 2012-06-19Bibliographically approved

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Engström, Jon

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