对医疗服务提供者运用服务设计的经验进行话语分析。
Discourse analysis of health providers' experiences using service design.
作者信息
Eines Trude Fløystad, Angelo Elin, Vatne Solfrid
机构信息
Molde University College Specialised University in Logistics Molde Norway.
Norwegian University of Science and Technology Trondheim Norway.
出版信息
Nurs Open. 2018 Aug 21;6(1):84-92. doi: 10.1002/nop2.191. eCollection 2019 Jan.
BACKGROUND
Municipal healthcare organizations are facing increasing challenges to developing more cost-effective organizations and services, particularly in nursing homes. The background for this article is an attempt in this concern; implementing service design in a nursing home.
AIM
The aim of the study is to explore nurses and nurse assistants' experiences using service design in a nursing home.
DESIGN
A qualitative design was applied.
METHOD
Data were collected through focus group interviews with 17 nurses and nurse assistants in 2015. Thematic discourse analysis was conducted to analyse their discussed experiences.
RESULTS
The employees had positive attitudes towards incorporating a service design approach that focused on the patients' needs, which thus encouraged creative solutions and promoted employee involvement. The study shows that involving service designers and employees in the entire process, from planning to implementation of new and innovative solutions, requires closer collaboration between the service designers, managers, and employees to achieve the final goal. We consider that the results of this study will be of relevance to the future development of health care and nursing in nursing homes.
背景
市政医疗保健组织在发展更具成本效益的组织和服务方面面临着越来越大的挑战，尤其是在养老院。本文的背景就是在这方面的一次尝试；即在一家养老院实施服务设计。
目的
本研究的目的是探索护士和护理助理在养老院使用服务设计的经验。
设计
采用定性设计。
方法
2015年通过对17名护士和护理助理进行焦点小组访谈收集数据。进行主题话语分析以分析他们讨论的经验。
结果
员工对采用以患者需求为重点的服务设计方法持积极态度，这从而鼓励了创造性的解决方案并促进了员工的参与。研究表明，让服务设计师和员工参与从新的创新解决方案的规划到实施的整个过程，需要服务设计师、管理人员和员工之间更紧密的合作以实现最终目标。我们认为本研究的结果将与养老院未来的医疗保健和护理发展相关。
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