Identifying Key Components of Services in Healthcare in the Context of out-Patient in Norway

Eunji Lee

2017

Abstract

This paper discusses components of service in healthcare. Four components of a service (service customer, service worker, service setting and service process) were introduced. Yet these components have not been explored in healthcare cases. We identified the key components through our case study with out-patient histories, involving electronic health record systems. Based on our analysis we propose a set of components to be considered for designing stakeholder-centred services in healthcare. The result of this study might be useful to the health informatics researchers to better understand the service interactions in today’s healthcare in a more analytic and holistic way by taking the service engineering perspective, at the same time to the service engineering or design researchers to have a deeper insight of the services in healthcare and the components to be considered when designing the services.

References

  1. Alsos, O.A., Svanaes, D., 2011. Designing for the secondary user experience. In INTERACT 2011, 13th International Conference on Human-Computer Interaction. Springer-Verlag. pp. 84-91.
  2. Baxter, P., Jack, S., 2008. Qualitative case study methodology: Study design and implementation for novice researchers. The qualitative report 13, 544- 559.
  3. Bowen, G.A., 2009. Document analysis as a qualitative research method. Qualitative research journal 9, 27- 40.
  4. Cellary, W., 2015. e-Service-dominant Logic. In AHFE 2015, 6th International Conference on Applied Human Factors and Ergonomics and the Affiliated Conferences. Procedia Manufacturing. pp. 3629-3635.
  5. Chandler, J.D., Vargo, S.L., 2011. Contextualization and value-in-context: How context frames exchange. Marketing Theory 11, 35-49.
  6. Coast, J., 2004. Is economic evaluation in touch with society's health values? BMJ 329, 1233-1236.
  7. Fereday, J., Muir-Cochrane, E., 2006. Demonstrating rigor using thematic analysis: A hybrid approach of inductive and deductive coding and theme development. International journal of qualitative methods 5, 80-92.
  8. Fisk, R., Grove, S., John, J., 2013. Services Marketing An Interactive Approach, Cengage Learning. USA, 4th edition.
  9. Gadrey, J., 2002. The misuse of productivity concepts in services: Lessons from a comparison between France and the United States. Edward Elgar Publisher.
  10. Graneheim, U.H., Lundman, B., 2004. Qualitative content analysis in nursing research: concepts, procedures and measures to achieve trustworthiness. Nurse Education Today 24, 105-112.
  11. Hesse, B.W., Shneiderman, B., 2007. eHealth Research from the User's Perspective. American Journal of Preventive Medicine 32, 97-103.
  12. Holmlid, S., 2007. Interaction design and service design: Expanding a comparison of design disciplines. Nordes (Nordic Design Research).
  13. Holmlid, S., Evenson, S., 2008. Bringing Service Design to Service Sciences, Management and Engineering, in: Hefley, B., Murphy, W. (Eds.), Service Science, Management and Engineering Education for the 21st Century, Service Science: Research and Innovations in the Service Economy. Springer US, pp. 341-345.
  14. Lazar, J., Feng, J.H., Hochheiser, H., 2010. Research methods in human-computer interaction. Wiley.
  15. Mitchell, J., 2000. Increasing the cost-effectiveness of telemedicine by embracing e-health. J Telemed Telecare 6, 16-19.
  16. Pagliari, C., 2007. Design and Evaluation in eHealth: Challenges and Implications for an Interdisciplinary Field. J Med Internet Res 9.
  17. Reichert, M., 2011. What BPM Technology Can Do for Healthcare Process Support, in: Peleg, M., Lavrac, N., Combi, C. (Eds.), Artificial Intelligence in Medicine. Springer Berlin Heidelberg, pp. 2-13.
  18. Rodolfo, I., Laranjo, L., Correia, N., Duarte, C., 2014. Design Strategy for a National Integrated Personal Health Record. In NordiCHI 7814, 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational. ACM. pp. 411-420.
  19. Rogers, Y., Sharp, H., Preece, J., 2011. Interaction Design: Beyond Human Computer Interaction, Wiley. 3rd edition.
  20. Stake, R.E., 2005. Qualitative Case Studies, in: The SAGE Handbook of Qualitative Research. Sage Publications, pp. 443-466.
  21. Stickdorn, M., Schneider, J., 2010. This is service design thinking. Wiley.
  22. Väänänen-Vainio-Mattila, K., Väätäjä, H., Vainio, T., 2009. Opportunities and Challenges of Designing the Service User eXperience (SUX) in Web 2.0, in: Isomäki, H., Saariluoma, P. (Eds.), Future Interaction Design II. Springer London, pp. 117-139.
  23. Wetter-Edman, K., Sangiorgi, D., Edvardsson, B., Holmlid, S., Grönroos, C., Mattelmäki, T., 2014. Design for Value Co-Creation: Exploring Synergies between Design for Service and Service Logic. Service Science 6, 106-121.
  24. Yin, R., 1994. Case study research: Design and methods. Sage publishing. Beverly Hills. CA,
Download


Paper Citation


in Harvard Style

Lee E. (2017). Identifying Key Components of Services in Healthcare in the Context of out-Patient in Norway . In Proceedings of the 10th International Joint Conference on Biomedical Engineering Systems and Technologies - Volume 5: HEALTHINF, (BIOSTEC 2017) ISBN 978-989-758-213-4, pages 354-361. DOI: 10.5220/0006170803540361


in Bibtex Style

@conference{healthinf17,
author={Eunji Lee},
title={Identifying Key Components of Services in Healthcare in the Context of out-Patient in Norway},
booktitle={Proceedings of the 10th International Joint Conference on Biomedical Engineering Systems and Technologies - Volume 5: HEALTHINF, (BIOSTEC 2017)},
year={2017},
pages={354-361},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006170803540361},
isbn={978-989-758-213-4},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 10th International Joint Conference on Biomedical Engineering Systems and Technologies - Volume 5: HEALTHINF, (BIOSTEC 2017)
TI - Identifying Key Components of Services in Healthcare in the Context of out-Patient in Norway
SN - 978-989-758-213-4
AU - Lee E.
PY - 2017
SP - 354
EP - 361
DO - 10.5220/0006170803540361