Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño

Abstract

Currently, the implementation of strategies for innovation in health services has been addressed by clinical organizations with a focus on design thinking. This methodological approach has facilitated the definition of viable technology integration models articulated with feasible business models to solve the needs of the people involved in the value network, significantly improving the patient experience. The main purpose of this research was to
design the Orthopedics and Traumatology Service of the Hospital Universitario de Santander ESE-HUS based on the vision of design thinking. From this perspective, the project was structured in four stages: discover, define, develop and deliver. Contextualization was carried out by reviewing the literature and immersing in context. Using research techniques in design and with a qualitative approach from the ethnographic point of view, an in-depth analysis was made of the interests of key actors. For the creation of value in the patient experience, the actors involved were identified to co-create the concept of the service and define the requirements and opportunities to improve it. Likewise, the maps, tools and sessions developed, generated relevant knowledge on the topics of service design and innovation in the health sector. The research allowed to establish that the points of contact are the key in the generation of experiential innovations, considering that each problem identified is an opportunity to innovate envisioning a desired future. According to the results, clinical organizations that are immersed in the complexity of the health system, can find a viable alternative to manage innovation processes in the design of services through the use of tools and methods that involve people of all the organizational levels strengthening the value network in the service to the patient and his family.

Keywords:

innovación en salud

pensamiento de diseño

diseño de servicios

co-creación

health innovation

design thinking

service design

Co-creation

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