Patient interactions with healthcare services have changed dramatically over the past decade with the advancements in technology and shifting patient expectations. As a result, the design and delivery of healthcare services need to put patients at the centre of their journey.
Service design, within healthcare, focuses on transforming a service to ensure it meet the service providers and patients’ needs for that service. It focuses on the activity of planning and organizing people, infrastructure, communication and material components of a service to improve the quality of the service and the interaction between service provider and patients. Service design concentrates on placing the experience goals of the patients and users at the center of the design process along with process and clinical goals. This results in increased value to both patients and service providers, ultimately improving the overall user experience.
In this 40-minute webinar NEXA’s Service Design Manager, Katie Bowden, will explore the foundational principles of service design and how these can be applied in healthcare to improve existing services or create new ones. She will also address the changing role of the patient in the delivery of services and provide real-life case examples from recent projects undertaken at large healthcare providers in Australia.
• What is service design and why is it important for healthcare providers?
• The 5 principles of service design
• A simple 4 step process to implementing service design methodology in healthcare
• Recent examples of human-centred service design in action
Who should attend?
If you work in a healthcare organisation and are interested in improving your patient experience then don’t miss this webinar.
Can’t make it? Register and receive the recording.
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Katie Bowden – NEXA Service Design Manager
Katie is passionate about informatics and digital healthcare and for the past 11 years she has worked as a Health Information Manager across a number of Local Health Districts in NSW Health. She has been involved in numerous electronic medical record implementations and upgrades including several modules of Cerner Millenium and MOSAIQ (Oncology Information System). Katie has worked closely with outpatient facilities concentrating on change management and striving for best practice as a result of streamlining future business processes. She excels at project management and successfully implemented Q-Flow at Prince of Wales Hospital within Cancer and Haematology Services earlier this year.
Katie is an avid series watcher and serial shopper. Sun, sea and sand make her smile as does spending time with her family and friends.