Print Email Facebook Twitter Making hospitals more hospitable: designing new coffee systems for the hospital context Title Making hospitals more hospitable: designing new coffee systems for the hospital context Author Klein Hemmink, B. Contributor Melles, M. (mentor) Buijs, J.A. (mentor) Wessels, H. (mentor) Faculty Industrial Design Engineering Department Industrial Design Programme Master of Science Strategic Product Design Date 2012-06-15 Abstract Health Care is gaining attention in the public debate, because our greying society leads to ever increasing costs and includes a labour force that is not capable of dealing with the increasing amount of people that require health support. This development is putting pressure on society in economic, but also social terms. Privatization processes force hospitals to work more efficient, to compete for customers more pro-actively and to find new sources of revenue. They will put more effort in attracting patients by improving the patient experience. This makes so-called Post-Discharge Satisfaction (PDS) scores increasingly relevant. As a direct result, the hospital environment and the way it is organized is changing over the coming period of time and this will also have consequences for the business that Douwe Egberts Coffee Systems (DECS) is in. In this project I analysed how DECS can offer a meaningful contribution to enhancement of the patient experience in the hospital context. This eventually resulted in Douwe Egberts Invite, which is an on-demand coffee service that contains a premium single serve capsule machine that gets installed near the patient’s bed on reservation. Douwe Egberts Coffee Invite helps to foster social connectedness between patients and relatives and furthermore enhances the patient’s feeling of independence. For hospitals, Douwe Egberts Coffee Invite forms an opportunity to enrich their service portfolio and gain additional turnover. Subject healthcarecoffeeteapatientexperiencehospitalshospitalityservice designsystem designcustomer-driven innovation To reference this document use: http://resolver.tudelft.nl/uuid:03f4d4e9-914c-4c71-b7f5-4b7ac4264f3c Embargo date 2013-06-15 Access restriction Campus only Part of collection Student theses Document type master thesis Rights (c) 2012 Klein Hemmink, B.