Jon E ng str öm C o-c re ati on i n H ea lth ca re S er vic e D ev elo pm en t Li nk öp in g s tu die s i n S cien ce a nd T ec hn olo gy Th esi s n o. 15 39
LINKÖPING STUDIES IN SCIENCE AND TECHNOLOGY, THESIS NO. 1539
LiU-TEK-LIC 2012:24
CO-CREATION
IN
HEALTHCARE
SERVICE
DEVELOPMENT
A DIARY-BASED APPROACH
JON ENGSTRÖM
2012
ISBN: 978-91-7519-864-4
ISSN: 0280-7971
The patient is the only person who experiences the complete course of a healthcare problem, from first symptom to contacts with the health-care system to examination, treatment and follow-up activities. Only the patient experiences all the difficulties that the healthcare problem may cause, from practical issues in the home to social and psychologi-cal challenges. This thesis explores how caregivers together with pa-tients can draw on these experiences in healthcare service development. Researchers and three healthcare units have collaborated to develop a model for co-creation with patients in healthcare service development, through patient diaries. A total of 53 patients from the different care processes have contributed ideas and experiences using paper and pen, blogs, or by calling an answering machine.
The model includes three ways for learning from patient diaries. First, ideas from diaries can be used as input for healthcare service develop-ment. Second, a larger sample of diaries can be compiled to create a re-port of patient experiences, in which problem areas in the care process can be identified, and combined with other statistics. Third, individual patients’ stories can be highlighted and used as a basis for discussion in the organization to shift the focus to patient experiences, serving as a motivator for change within the organization.
This thesis shows that patients are an untapped resource of creativity and that patients are able to share ideas and experiences regarding a range of topics, often concerning areas in the patient’s care process that are normally inaccessible to the caregiver. Acquiring knowledge regard-ing parts of the patient’s care process that are invisible to the caregiver is key to improving care and supporting the patients’ own efforts.
Department of Management and Engineering Linköpings universitet SE-581 83 Linköping, Sweden Linköping studies in
Science and Technology Thesis No. 1539
Jon E ng str öm C o-c re ati on i n H ea lth ca re S er vic e D ev elo pm en t Li nk öp in g s tu die s i n S cien ce a nd T ec hn olo gy Th esi s n o. 15 39
LINKÖPING STUDIES IN SCIENCE AND TECHNOLOGY, THESIS NO. 1539
LiU-TEK-LIC 2012:24
CO-CREATION
IN
HEALTHCARE
SERVICE
DEVELOPMENT
A DIARY-BASED APPROACH
JON ENGSTRÖM
2012
ISBN: 978-91-7519-864-4
ISSN: 0280-7971
The patient is the only person who experiences the complete course of a healthcare problem, from first symptom to contacts with the health-care system to examination, treatment and follow-up activities. Only the patient experiences all the difficulties that the healthcare problem may cause, from practical issues in the home to social and psychologi-cal challenges. This thesis explores how caregivers together with pa-tients can draw on these experiences in healthcare service development. Researchers and three healthcare units have collaborated to develop a model for co-creation with patients in healthcare service development, through patient diaries. A total of 53 patients from the different care processes have contributed ideas and experiences using paper and pen, blogs, or by calling an answering machine.
The model includes three ways for learning from patient diaries. First, ideas from diaries can be used as input for healthcare service develop-ment. Second, a larger sample of diaries can be compiled to create a re-port of patient experiences, in which problem areas in the care process can be identified, and combined with other statistics. Third, individual patients’ stories can be highlighted and used as a basis for discussion in the organization to shift the focus to patient experiences, serving as a motivator for change within the organization.
This thesis shows that patients are an untapped resource of creativity and that patients are able to share ideas and experiences regarding a range of topics, often concerning areas in the patient’s care process that are normally inaccessible to the caregiver. Acquiring knowledge regard-ing parts of the patient’s care process that are invisible to the caregiver is key to improving care and supporting the patients’ own efforts.
Department of Management and Engineering Linköpings universitet SE-581 83 Linköping, Sweden Linköping studies in
Science and Technology Thesis No. 1539
