Abstract

This study focuses on the theme of healthcare service design. Based on the framework proposed by Goldstein, Johnston, Duffy, and Rao (2002), this study develops a comprehensive healthcare service design planning model. This model integrates various viewpoints to investigate the conceptual construction of service design and the corresponding implications on practical implementation. The full process from service strategy development to outcome measurement and feedback is discussed. The main features of this proposed model are as follows. First, it investigates the “what” and “how” of the healthcare service model via service concept. Second, the high-contact nature of healthcare service is emphasized, taking account of patients’ demands and perceptions. Third, the evolving doctor patient relationship and its potential future development are considered. Fourth, the integration among service systems and the patient privacy issues are explicitly explored. Last, healthcare service allows minimum room for service failure. Preventions and improvements should be carefully designed to avoid life-threatening incidents. This proposed model has been successfully applied to an initiative in a Tele-Health Center of the case hospital to design its high-value-low-cost service and business model. Such an encouraging practice sheds light on the healthcare service innovation and design.  

Keywords

service designtele-healthbusiness modelservice operations