Service Design and Service Thinking in Healthcare and Hospital Management: Theory, Concepts, Practice

Front Matter ....Pages i-xvii
 Service Design as a Transformational Driver Toward Person-Centered Care in Healthcare  (Lisa Malmberg, Vanessa Rodrigues, Linda Lännerström, Katarina Wetter-Edman, Josina Vink, Stefan Holmlid)....Pages 1-18
 Changing the Rules of the Game in Healthcare Through Service Design  (Josina Vink, Maíra Prestes Joly, Katarina Wetter-Edman, Bård Tronvoll, Bo Edvardsson)....Pages 19-37
 Using Small Step Service Design Thinking to Create and Implement Services that Improve Patient Care  (Brenda Gleason, Jennifer Bohn)....Pages 39-53
 Service Innovation by Patient-Centric Innovation Processes  (Christophe Vetterli, Corinne Scherrer)....Pages 55-67
 Service Design During the Later Development Phases: Introducing a Service Design Roadmapping Approach  (Frida Almqvist)....Pages 69-84
 Innovation in Service Design Thinking  (Lesley A. Clack, Rachel L. Ellison)....Pages 85-92
 The Use of Tangible Tools as a Means to Support Co-design During Service Design Innovation Projects in Healthcare  (Karianne Rygh, Simon Clatworthy)....Pages 93-115
 Investigating the “In-betweenness” of Service Design Practitioners in Healthcare  (Jonathan Romm, Josina Vink)....Pages 117-135
 Service Design Empowering Innovative Communities Within Healthcare  (Stuart G. Bailey, Karen L. Bell, Hans Hartung)....Pages 137-153
 A Design Perspective on Future Healthcare Services for the Home Environment  (Geke D. S. Ludden, Anna Vallgårda)....Pages 155-167
 Co-creative Service Design in Municipal Health Services: Reflections and Lessons Learned from a Design Education Perspective  (Marikken Høiseth)....Pages 169-188
 Evaluating Co-production in Mental Health Services as a Support for Co-design Activities  (Francesca Foglieni, Federica Segato, Daniela Sangiorgi, Marta Carrera)....Pages 189-209
 Strategic Design Abilities for Integrated Care Innovation  (Rafael Canales Durón, Lianne Simonse, Maaike Kleinsmann)....Pages 211-232
 Designing the Function of Health Technology Assessment as a Support for Hospital Management  (Gabriele Palozzi, Camilla Falivena, Antonio Chirico)....Pages 233-257
 It Takes More than a Village: Leveraging Globalized Information, Knowledge, and Resources to Design Services Tailored to an Accountable Health Community for Mental Health  (Patricia Alafaireet, Howard Houghton)....Pages 259-277
 Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts  (Juha Kronqvist, Teemu Leinonen)....Pages 279-288
 Mapping an Ambient Assisted Living Service as a Seamful Cross-Channel Ecosystem  (Bertil Lindenfalk, Andrea Resmini)....Pages 289-314
 4D Wireframing as a Tool for Integrating Digital with Physical Touchpoints for an Elevated Patient Experience  (Florian Vollmer)....Pages 315-328
 Managing Complex Patient Journeys in Healthcare  (Ragnhild Halvorsrud, Annette Lund Lillegaard, Mette Røhne, Andreas Momme Jensen)....Pages 329-346
 Design for Social Innovation as Designing for Service: The Case of Active Aging in Brazil  (Carla Cipolla, Maíra Prestes Joly, Beatriz Watanabe, Fernanda Benevides Zanela, Márcia Fernandes Tavares)....Pages 347-358
 Service Design Methods: Knowledge Co-production in Health and Social Care  (Alison Prendiville)....Pages 359-375
 Why Hospitals Need Service Design  (Kristine Rise Fry)....Pages 377-399
 Neonatal Care Unit: Special Care for Babies  (Moema Loures)....Pages 401-420
 Alarm in the ICU! Envisioning Patient Monitoring and Alarm Management in Future Intensive Care Units  (Elif Özcan, Dilip Birdja, Lianne Simonse, Ard Struijs)....Pages 421-446
 Patient Self-Service Paradigms in Hospital and Healthcare Service Design Settings  (Jenny Darzentas, Helen Petrie)....Pages 447-462
 Flying Drones to Exchange Lab Samples: Service Innovation by the Swiss Multisite Hospital EOC  (Federico Umberto Mion)....Pages 463-479
 Service Designing a New Hospital for Lapland Hospital District  (Satu Miettinen, Mira Alhonsuo)....Pages 481-497
 Health Services Design Based on Innovations in Two Hospitals in Mexico  (Leonel Corona-Treviño, Constanza Márquez-Aguilar, Eva Tecuanhuey-Sandoval)....Pages 499-523
 Dealing with Different Cultures: Overcoming Challenges of Service Design in a Multicultural World  (Neena Gupta-Biener, Sanjeev Kanoria, Karin Messer-Misak)....Pages 525-535