Saduyeva Feruza, Kuanysh Zhuldyz, Meyermanova Inesh, Aitmagambetov Auez, Zorina Olga, Vlassova Anastassiya, Omarkulov Bauyrzhan
School of Nursing Education, Karaganda Medical University, Karaganda, Kazakhstan.
Department of Science, National Research Oncology Center, Astana, Kazakhstan.
Iran J Nurs Midwifery Res. 2025 May 8;30(3):391-396. doi: 10.4103/ijnmr.ijnmr_362_23. eCollection 2025 May-Jun.
Service design method is a user-centric approach to improve the service through the patient point of view. The general purpose of the study was to improve satisfaction and increase service delivery in the occupational health clinic.
This is descriptive, qualitative study that utilized a service design approach and was conducted at an Occupational Health Clinic in Kazakhstan from March to September 2022. Data collection methods included observation and semi-structured interviews. The study involved the participation of 15 patients and 5 nurses.
The collaborative efforts of the multiprofessional team resulted in significant enhancements to patient satisfaction and service delivery at the occupational health clinic. Initiatives such as addressing wait times for medical documentation led to notable improvements, as reflected in positive feedback from 15 patients. The overall quality of medical service received earned an impressive average rating of 5 out of 5, signaling the successful achievement of the research aim.
The implementation of targeted initiatives, guided by a service design approach, has unequivocally elevated patient satisfaction and streamlined service delivery within the occupational health clinic. The collaborative efforts of the multiprofessional team, exemplified by initiative measures and innovative solutions, have addressed key areas such as waiting time, appointment organization, and recreational offerings. These outcomes not only validate the efficacy of the undertaken changes but also underscore the clinic's commitment to continuous improvement in fostering a patient-centric and efficient healthcare environment.
服务设计方法是以用户为中心的方法，旨在从患者的角度改善服务。本研究的总体目的是提高职业健康诊所的满意度并增加服务提供。
这是一项描述性定性研究，采用服务设计方法，于2022年3月至9月在哈萨克斯坦的一家职业健康诊所进行。数据收集方法包括观察和半结构化访谈。该研究有15名患者和5名护士参与。
多专业团队的共同努力显著提高了职业健康诊所的患者满意度和服务提供。诸如解决医疗文件等待时间等举措带来了显著改善，15名患者的积极反馈体现了这一点。所接受医疗服务的总体质量获得了令人印象深刻的平均5分（满分5分），表明研究目标成功实现。
以服务设计方法为指导实施的针对性举措无疑提高了职业健康诊所的患者满意度并简化了服务提供。多专业团队的共同努力，以主动措施和创新解决方案为例，解决了等待时间、预约安排和娱乐设施等关键领域的问题。这些成果不仅验证了所做改变的有效性，也突显了诊所在营造以患者为中心且高效的医疗环境方面持续改进的承诺。
