VIT Business School, VIT, Chennai.
Health Serv Manage Res. 2022 May;35(2):83-91. doi: 10.1177/09514848211010250. Epub 2021 May 9.
Although there has been a tremendous change in the way diseases are diagnosed and treated, the ways in which health care delivery has been managed has seen very little change.Several academic studies have arisen in the area of service design, but an amalgamation of this research, especially in the area of healthcare services is not available. The aim of this systematic review is to evaluate the published research on service design in healthcare and accordingly identify the gaps and scope of future research. After analyzing the articles and reviewing the Service design in healthcare literature, the following are our main contributions: (i) clarification of the service design concept and the developments that appears in the literature review of service design in the healthcare sector; (ii) classification of the service design tools and techniques that are most commonly used in the healthcare sector; (iii) demonstration of the service design as the preponderant construct that is used as a tool and technique to improve quality and efficiency in the healthcare service.The resultant systematic review reveals a change in the type of research carried out, the service design tools used and a shift towards service design from using the co-design tool to other methods. The paper highlights the gaps in the very limited amount of empirical work in the non-clinical healthcare space and accordingly a model is recommended.
尽管疾病的诊断和治疗方式发生了巨大变化，但医疗保健服务的管理方式几乎没有变化。服务设计领域已经出现了一些学术研究，但这种研究的综合，特别是在医疗保健服务领域，还没有出现。本系统评价的目的是评估已发表的医疗保健服务设计研究，并据此确定未来研究的差距和范围。在分析了这些文章并回顾了医疗保健服务设计文献后，我们有以下主要贡献：（i）阐明了服务设计的概念以及在医疗保健服务设计文献综述中出现的发展；（ii）对在医疗保健领域最常用的服务设计工具和技术进行分类；（iii）展示了服务设计作为主要结构，用作工具和技术，以提高医疗服务的质量和效率。该系统评价揭示了所进行的研究类型、使用的服务设计工具以及从使用共同设计工具到其他方法的转变。本文强调了非临床医疗保健领域非常有限的经验工作中的差距，并相应地推荐了一种模型。
