Patient journey method for integrated service design

Title

Patient journey method for integrated service design

 Author

Simonse, LWL (TU Delft Methodology and Organisation of Design) ORCID 0000-0001-8860-6522
Albayrak, A. (TU Delft Applied Ergonomics and Design) ORCID 0000-0001-5801-3670
Starre, Susan (Student TU Delft)

Date

2019

 Abstract

In this article, we focus on the design method of mapping the patient journey in order to support the inclusion of the patient perspective into care service innovations. Increasingly, designers in health use the patient journey approach, however, its method is relatively poorly documented. To ground the activities of the patient journey method, we conducted an in-depth case study of integrated service design with impact on improved patient satisfaction – the case of gastrointestinal diagnose service with video endoscopy technology. The results revealed four distinct activities of the patient journey method: (1) Analyse the care service system; (2) Experience the journey yourself, observe and sketch it; (3) Co-design the patient journey: craft the journey toolkit, interview and synthesize; (4) Evaluate the patient journey for integrated service design.

 Subject

patient journey
servicedesign
video capsuleendoscopy
designmethodology
patientsatisfaction

 To reference this document use:

http://resolver.tudelft.nl/uuid:d28b49f2-618e-4f78-9d1b-f23dae1f2ee1

 DOI

https://doi.org/10.1080/24735132.2019.1582741

 ISSN

2473-5140

 Source

Design for Health, 3 (1)

 Part of collection

Institutional Repository

 Document type

journal article

 Rights

© 2019 LWL Simonse, A. Albayrak, Susan Starre
Files
PDF 2019_Simonse_Albayrak_Sta ... o._DfH.pdf 1.98 MB
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