Service Design and Service Thinking in Healthcare and Hospital Management, 1st ed. 2019
Theory, Concepts, Practice

Preface.- 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).- Changing the Rules of the Game in Healthcare Through Service Design (Josina Vink, Maíra Prestes Joly, Katarina Wetter-Edman, Bård Tronvoll, Bo Edvardsson).- Using Small-Step Service Design Thinking to Create and Implement Services that Improve Patient Care (Brenda Gleason, Jennifer Bohn).- Service Innovation by Patient-Centric Innovation Processes (Christophe Vetterli, Corinne Scherrer).- Service Design During the Later Development Phases: Introducing a Service Design Roadmapping Approach (Frida Almqvist).- Innovation in Service Design Thinking (Lesley A. Clack, Rachel L. Ellison).- The Use of Tangible Tools as a Means to Support Co-design During Service Design Innovation Projects in Healthcare (Karianne Rygh, Simon Clatworthy).- Investigating the ‘In-betweeness’ of Service Design Practitioners in Healthcare (Jonathan Romm, Josina Vink).- Service Design Empowering Innovative Communities Within Healthcare (Stuart G. Bailey, Karen L. Bell, Hans Hartung).- A Design Perspective on Future Healthcare Services for the Home Environment (Geke D. S. Ludden, Anna Vallgårda).- Co-creative Service Design in Municipal Health Services: Reflections and Lessons Learned from a Design Education Perspective (Marikken Høiseth).- Evaluating Co-Production in Mental Health Services as a Support for Co-Design Activities (Francesca Foglieni, Federica Segato, Daniela Sangiorgi, Marta Carrera).- Strategic Design Abilities for Integrated Care Innovation (Rafael Canales Durón, Lianne Simonse, Maaike Kleinsmann).- Designing the Function of Health Technology Assessment as a Support for Hospital Management (Gabriele Palozzi, Camilla Falivena, Antonio Chirico).- 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).- Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts (Juha Kronqvist, Teemu Leinonen).- Mapping an Ambient Assisted Living Service as a Seamful Cross-channel Ecosystem (Bertil Lindenfalk, Andrea Resmini).- 4D Wireframing as a Tool for Integrating Digital with Physical Touchpoints for an Elevated Patient Experience (Florian Vollmer).- Managing Complex Patient Journeys in Healthcare (Ragnhild Halvorsrud, Annette Lund Lillegaard, Mette Røhne and Andreas Momme Jensen).- 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).- Service Design Methods: Knowledge Co-production in Health and Social Care (Alison Prendiville).- Why Hospitals Need Service Design (Kristine Rise Fry).- Neonatal Care Unit: Special Care for Babies (Moema Loures).- Alarm in the ICU! Envisioning Patient Monitoring and Alarm Management in Future Intensive Care Units (Elif Özcan, Dilip Birdja, Lianne Simonse, Ard Struijs).- Patient Self-service Paradigms in Hospital and Healthcare Service Design Settings (Jenny Darzentas, Helen Petrie).- Flying Drones to Exchange Lab Samples: Service Innovation by the Swiss Multisite Hospital EOC (Federico Umberto Mion).- Service Designing a New Hospital for the Lapland Hospital District (Satu Miettinen, Mira Alhonsuo).- Health Services Design Based on Innovations in Two Hospitals in Mexico (Leonel Corona-Treviño, Constanza Márquez-Aguilar, Eva Tecuanhuey-Sandoval).- Dealing with Different Cultures: Overcoming Challenges of Service Design in a Multicultural World (Neena Gupta-Biener, Sanjeev Kanoria, Karin Messer-Misak).

Examines the nature of service design and service thinking in healthcare and hospital management Highlights healthcare services that are desirable for customers, and effective for healthcare providers Discusses service-oriented innovations, strategic shifts and policymaking in the healthcare and hospital sector