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Patient Self-Service Paradigms in Hospital and Healthcare Service Design Settings

In: Service Design and Service Thinking in Healthcare and Hospital Management

Author

Listed:
  • Jenny Darzentas

    (University of the Aegean
    HCI Research Group, University of York)

  • Helen Petrie

    (HCI Research Group, University of York)

Abstract

Technology-based service transactions, in the form of self-service kiosks in hospital and healthcare settings, are not the full extent of the self-service paradigms. This chapter examines self-service aspects of service design and service thinking to investigate the wider-ranging “systemic” effects of patient self-service. It focuses on harnessing self-service for patient experience beyond organizational productivity and efficiency gains. It offers a framing for this, by drawing in recent research from a variety of sources, including work on self-services, service design, and service research in healthcare, but also in the wider sociopolitical sphere, as well as advances in technology such as robotics and artificial intelligence.

Suggested Citation

  • Jenny Darzentas & Helen Petrie, 2019. "Patient Self-Service Paradigms in Hospital and Healthcare Service Design Settings," Springer Books, in: Mario A. Pfannstiel & Christoph Rasche (ed.), Service Design and Service Thinking in Healthcare and Hospital Management, pages 447-462, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-00749-2_25
    DOI: 10.1007/978-3-030-00749-2_25
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