Service design in healthcare at Region Östergötland

THE CUSTOMER

Public sector

VARIANTS

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Malin

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DESIGN

Workshop

Visualisation

Service design

The assignment

To understand the needs and thoughts surrounding self-monitoring, patients, relatives, and staff from both the region and the municipalities in Östergötland were interviewed. To gather all the experiences and insights, a larger visualization was created, with a process in the center illustrating a self-monitoring flow, surrounded by quotes and explanatory texts from all the interviews.

Purpose

It is important to listen to thoughts about needs and the specific topic—the self-monitoring process—but also to thoughts, concerns, expectations, and needs related to change management in general. An e-health solution should function seamlessly, and not just for the patients. There are also relatives and staff who are involved in the process.

Result

Shape a comprehensive view by listening to everyone involved; only then can we capture both internal and external perspectives, which both serve as the foundation for the self-monitoring change process.

Thoughts on a Future with Self-Monitoring

Magazine as base for workshop

A magazine was created as a foundation for a workshop where participants had the chance to reflect on questions about self-monitoring and how it would feel to receive this information. The magazine included interviews with healthcare staff, patient stories, forms for participants to fill out how they would like self-monitoring to work, and consistently provided space for participants to write down their own thoughts.

Discussion Material for Starting Self-Monitoring

Based on the workshop participants' feedback on the magazine, the information was refined and adjusted into a new version of the magazine. The magazine is intended to be used both as an informational resource for patients and staff, as well as a basis for discussions when initiating self-monitoring.