In the broader context of healthcare, hospitals have begun to adopt Service Design to understand and improve the patient experience.1 The patient experience has increasingly become more important in the USA as hospital reimbursement is tied to patient satisfaction scores.2 Beyond improving patient experiences, Service Design is extendable to helping care providers build relationships with individuals across different functions and silos to improve cooperation and communications internally and externally – while also improving outcomes.
This paper, will firstly cover the essentials of Service Design and observe that service is an important element in the evolving Pharma 3.0 business model where patient focus, or centricity is the emphasized (along with importance of the payer in adoption of healthcare solutions). From there is discussion of Service Design in the evolving healthcare ecosystem, recognizing the importance of interactions throughout the system – patients, providers, physicians, extended care networks, etc. The discipline’s value is then illustrated through various applications in several mini case studies.
Unless specified by prior arrangement, the author agrees to the following terms and assurances:
- For myself and on behalf of the other authors listed on this work, I assign to thinkBiotech LLC the copyright* in the contribution for the full term throughout the world.
- I/we further give to the following assurances
- I am the sole author of the contribution, or, if not, I have the written authority of the other authors to transfer the copyright* to thinkBiotech LLC and give these warranties;
- I and (where appropriate) the other authors are entitled to transfer the copyright to thinkBiotech LLC and no one else would be entitled to prevent us from publishing the contribution;
- To the best of my/our knowledge, all the facts in the contribution are true and accurate;
- The content of the contribution is entirely original to me (and where appropriate to the other authors) or, if not, the written permission of the owner of the copyright in any material copied from elsewhere has been obtained for all media (all such permissions to be attached to the contribution as supplementary files);
- Nothing in the contribution is obscene or libellous;
- Nothing in the contribution infringes any duty of confidentiality which I/or the other authors may owe to anyone else.
- I and/or the other authors have obtained the appropriate clearances from my/our employer(s) or other concerned institution(s).