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Gómez Caballero, R. M. . (2021). Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño. Kepes, 18(23), 15–48. https://doi.org/10.17151/kepes.2021.18.23.2
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Rosa Milena Gómez Caballero
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En la actualidad, la implementación de estrategias para innovación en servicios en salud ha sido abordada por organizaciones clínicas con enfoque en pensamiento de diseño. Este enfoque metodológico ha facilitado la definición de modelos de integración de tecnologías viables articulados con modelos de negocio factibles para resolver necesidades de las personas involucradas en la red de valor, mejorando la experiencia del paciente de manera significativa. El principal propósito de esta investigación consistió en diseñar el servicio de ortopedia y traumatología del Hospital Universitario de
Santander ESE-HUS, fundamentado desde la visión de pensamiento de diseño. Desde esta perspectiva, el proyecto se estructuró en cuatro etapas: descubrir, definir, desarrollar y entregar. Se realizó la contextualización mediante revisión de la literatura e inmersión en contexto. Mediante técnicas de investigación en diseño y con un enfoque cualitativo desde lo etnográfico, se hizo un análisis a profundidad sobre los intereses de actores clave. Para la creación de valor en la experiencia del paciente se identificaron los actores involucrados para co-crear el concepto del servicio y definir los requerimientos y oportunidades para mejorarlo. Así mismo, los mapas, herramientas y sesiones desarrolladas generaron conocimiento relevante en los tópicos del diseño de servicios y la innovación en el sector salud. La investigación permitió establecer que los puntos de contacto son la clave en la generación de innovaciones experienciales, considerando que cada problema identificado es una oportunidad para innovar visionando un futuro deseado. De acuerdo con los resultados, las organizaciones clínicas quienes están inmersas en la complejidad del sistema de salud, pueden encontrar en el diseño de servicios una alternativa viable para gestionar los procesos de innovación mediante el uso e herramientas y métodos que involucran a las personas de todos los niveles organizativos fortaleciendo la red de valor en el servicio al paciente y a su familia.
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Citas
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Altman, M., Huang, T. T. K., & Breland, J. Y. (2018). Design Thinking in Health Care. Preventing Chronic Disease, 15, 1–14. DOI: http://dx.doi.org/10.5888/pcd15.180128
Alvarez Pulido, K. L., Serrano Cárdenas, L. F., & Bravo Ibarra, E. R. (2016). Innovación en salud: revisión de literatura científica de la última década. Dimensión Empresarial, 15(1), 43–61. https://www.researchgate.net/publication/313282933_Innovacion_en_Salud_Revision_de_Literatura_Cientifica_de_la_Ultima_Decada_Health_Innovation_a_Review_of_the_Scientific_Literature_from_the_Past_Decade_Inovacao_em_Saude_uma_Revisao_da_Literatura_Cient
Arrivillaga, M., Bermudez, P. C., García Cifuentes, J. P. y Botero, J. (20o20) Innovative prototypes for cervical cancer prevention in lowincome primary care settings: A human-centered design approach. PLoS ONE 15(8): e0238099. https://doi.org/10.1371/journal.pone.0238099
Bae, K. M., Lee, K. S., & Kim, Y. S. (2014). Relationship between Service Design Tools and Service Innovation - Focused on Korean Healthcare Cases. Asia-Pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology, 4(2), 63–70. https://www.semanticscholar.org/paper/Relationship-between-Service-Design-Tools-and-on-Bae-Lee/f06ff6443e6945127fea5dbe721145f926c0d074
Bazzano, A. N., Martin, J., Hicks, E., Faughnan, M., & Murphy, L. (2017). Human-centred design in global health: A scoping review of applications and contexts. PLoS ONE, 12(11), 1–24. https://doi.org/10.1371/journal.pone.0186744
Bhatti, Y., del Castillo, J., Olson, K., & Darzi, A. (2018). Putting Humans at the Center of Health Care Innovation. Harvard Business Review, 1. https://hbr.org/2018/03/putting-humans-at-the-center-of-health-care-innovation
Bitner, M., Ostrom, A., & Morgan, F. (2008). Service Blueprinting: A Practical Technique For Service Innovation. California Management Review, 50(3), 66–94. https://doi.org/10.2307/41166446
Brown, T. (2008). Design Thinking. Harvard Business Review, June, 84–92. https://hbr.org/2008/06/design-thinking
Cheung, M. (2012). Design Thinking in Healtcare: Innovative Product Development through the iNPD Process. The Design Journal, 15(3), 299–324. https://doi.org/10.2752/175630612X13330186684114
DANE (2015). Encuesta de desarrollo e innovación tecnológica. https://www.dane.gov.co/index.php/estadisticas-por-tema/tecnologia-e-innovacion/encuesta-de-desarrollo-e-innovacion-tecnologica-edit
Design Council. (2013). Design methods for developing services. An Introduction to Service Design and a Selection of Service Design Tools. Keeping Connected Business Challenge. https://www.designcouncil.org.uk/sites/default/files/asset/document/Design%20methods%20for%20developing%20services.pdf
Dubberly, H. & Evenson, S. (2010). Designing for service: Creating an experience advantage. In W. Karwowsky (ed.). Introduction to service engineering (pp.403-413). http://dx.doi.org/10.1002/9780470569627.ch19
Duncan, A. K. & Breslin, M. a. (2009). Innovating health care delivery: the design of health services. Journal of Business Strategy, 30(2/3), 13–20. https://doi.org/10.1108/02756660910942427
Donofrio, N. (2010). Exact Change. Research-Technology Management, 53(6), 12–17. https://doi.org/10.1080/08956308.2010.11657657
Forlizzi, J. & Zimmerman, J. (2013, August). Promoting service design as a core practice in interaction design. In Proceedings of the 5th International Congress of International Association of Societies of Design ResearchIASDR (Vol. 13). http://design-cu.jp/iasdr2013/papers/1202-1b.pdf
Greenhalgh, T., Robert, G., Macfarlane, F., Bate, P., & Kyriakidou, O. (2004). Diffusion of innovations in service organizations: systematic review and recommendations. Milbank Q, 82(4), 581–629. https://doi.org/10.1111/j.0887-378X.2004.00325.x
Goffin, K. & Mitchell, R. (2010). Innovations Management. Red Globe Press.
Jones, P. (2013). Design for care: Innovating healthcare experience. Rosenfeld Media. https://www.researchgate.net/publication/259496779_Design_for_Care_Innovating_Healthcare_Experience
Junginger, S. (2008). Product development as a vehicle for organizational change. Design Issues, 24(1), 26–35. https://adk.elsevierpure.com/en/publications/product-development-as-a-vehicle-for-organizational-change
Lillis, B., Szwejczewski, M., & Goffin, K. (2015). The development of innovation capability in services: research propositions and management implications.
Operations Management Research, 8(1–2), 48–68. https://doi.org/10.1007/s12063-015-0099-z
Loeffler, E., Taylor-Gooby, D., Bovaird, T., Hine-Hughes, F., & Wilkes, L. (2012). Making Health and Social Care Personal and Local: Moving from mass production to co-production. Governance International. https://www.govint.org/fileadmin/user_upload/publications/2012_Pamphlet/Coproduction_in_health_and_social_care.pdf
March, J. C., Prieto, M. A., Hernán, M., & Solas, O. (1999). Técnicas cualitativas para la investigación en salud pública y gestión de servicios de salud: algo más que otro tipo de técnicas. Gaceta Sanitaria, 13(4), 312–319. https://doi.org/10.1016/S0213-9111(99)71373-7
Mayo Clinic Center of Innovation. (2018). Transforming the experience and delivery of health and health care. http://centerforinnovation.mayo.edu/what-we-do/
Mazera, L., & Salinas, J. (2018). Bot of health care: desarrollo de la aplicación móvil “Kiga” para la enfermedad renal crónica en Brasil. La investigación cualitativa en la comunicación y sociedad digital: nuevos retos y oportunidades (pp.25-35). Ediciones Egregius. https://www.researchgate.net/publication/325006665_Bot_of_health_care_desarrollo_de_la_aplicacion_movil_Kiga_para_la_enfermedad_renal_cronica_en_Brasil_Bot_of_health_care_development_of_the_mobile_application_Kiga_for_chronic_kidney_disease_in_Brazil
Meyer, S., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: The missing link in service design research? Journal of Operations Management, 20(2), 121–134. https://doi.org/10.1016/S0272-6963(01)00090-0
Moritz, S. (2005). Service Design practical access to an evolving field. https://issuu.com/st_moritz/docs/pa2servicedesign/4
Orszag, P. & Rekhi, R. (2020). The Economic case for vertical integration in health care. NEJM Catalyst Innovations in Care Delivery, 1(3). https://doi.org/10.1056/CAT.20.0119
Plataforma de Innovación en Tecnologías Médicas y Sanitarias. (2016). Guía de buenas prácticas en gestión de la innovación. www.itemas.org
Politecnico di Milano. (2017). Service design tools. http://www.servicedesigntools.org/tools/36
Porter, M. (2010). What Is Value in Health Care? The New England Journal Of Medicine, 363(26), 2477–2481. https://www.nejm.org/doi/full/10.1056/nejmc1101108
Herzlinger R. E. (2007). Who Killed Healthcare?. Medscape General Medicine, 9(3), 50. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2100125/
Roberts, J. P., Fisher, T. R., Trowbridge, M. J., & Bent, C. (2016). A design thinking
framework for healthcare management and innovation. Healthcare, 4(1),
11–14. https://doi.org/10.1016/j.hjdsi.2015.12.002
Sanders, E. B.-N., & Stappers, P. J. (2008). Co-creation and the new landscapes of design. CoDesign, 4(1), 5–18. https://doi.org/10.1080/15710880701875068
Schiller, C., Winters, M., Hanson, H. M., & Ashe, M. C. (2013). A framework for stakeholder identification in concept mapping and health research: a novel process and its application to older adult mobility and the built environment. BMC Public Health, 13(1), 428. https://doi.org/10.1186/1471-2458-13-428
Service Design Tools. (2017). Service Design Tools. http://www.servicedesigntools.org/
Smith, A. M., & Fischbacher, M. (2000). Stakeholder involvement in the new service design process. Journal of Financial Services Marketing, 5(1), 21–31. https://doi.org/10.1057/palgrave.fsm.4770003
Solfa, F. D. G., Amendolaggine, G., & Wall, T. A. A. (2018). Nuevos paradigmas para el diseño de productos. Design Thinking, Service Design y experiencia de usuario. Arte E Investigación, (14), 12. https://doi.org/10.24215/24691488e012
Steinbeck, R. (2011). El “design thinking” como estrategia de creatividad en la distancia. Comunicar, 19(37), 27-35. https://doi.org/10.3916/C37-2011-02-02
Stickdorn, M. & Schneider, J. (2012). This is Service Design Thinking. Tschimmel, K. (2012). Design Thinking as an effective Toolkit for Innovation. In XXIII ISPIM Conference: Action for Innovation (pp. 1–20). https://www.researchgate.net/publication/236135862_Design_Thinking_as_an_effective_Toolkit_for_Innovation
Willesen, T. (2018). Applying service design thinking to improve hospital innovation (Thesis). Aalborg University Copenhagen. https://projekter.aau.dk/projekter/files/288870972/Tania_Willesen_Thesis_2018.pdf
Zimmerman, J., Forlizzi, J., & Evenson, S. (2007). Research Through Design as a Method for Interaction Design Research in HCI design research in HCI. In In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI ’07) (pp. 493–502). New York, NY, USA. https://doi.org/https://doi.org/10.1145/1240624.1240704
Altman, M., Huang, T. T. K., & Breland, J. Y. (2018). Design Thinking in Health Care. Preventing Chronic Disease, 15, 1–14. DOI: http://dx.doi.org/10.5888/pcd15.180128
Alvarez Pulido, K. L., Serrano Cárdenas, L. F., & Bravo Ibarra, E. R. (2016). Innovación en salud: revisión de literatura científica de la última década. Dimensión Empresarial, 15(1), 43–61. https://www.researchgate.net/publication/313282933_Innovacion_en_Salud_Revision_de_Literatura_Cientifica_de_la_Ultima_Decada_Health_Innovation_a_Review_of_the_Scientific_Literature_from_the_Past_Decade_Inovacao_em_Saude_uma_Revisao_da_Literatura_Cient
Arrivillaga, M., Bermudez, P. C., García Cifuentes, J. P. y Botero, J. (20o20) Innovative prototypes for cervical cancer prevention in lowincome primary care settings: A human-centered design approach. PLoS ONE 15(8): e0238099. https://doi.org/10.1371/journal.pone.0238099
Bae, K. M., Lee, K. S., & Kim, Y. S. (2014). Relationship between Service Design Tools and Service Innovation - Focused on Korean Healthcare Cases. Asia-Pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology, 4(2), 63–70. https://www.semanticscholar.org/paper/Relationship-between-Service-Design-Tools-and-on-Bae-Lee/f06ff6443e6945127fea5dbe721145f926c0d074
Bazzano, A. N., Martin, J., Hicks, E., Faughnan, M., & Murphy, L. (2017). Human-centred design in global health: A scoping review of applications and contexts. PLoS ONE, 12(11), 1–24. https://doi.org/10.1371/journal.pone.0186744
Bhatti, Y., del Castillo, J., Olson, K., & Darzi, A. (2018). Putting Humans at the Center of Health Care Innovation. Harvard Business Review, 1. https://hbr.org/2018/03/putting-humans-at-the-center-of-health-care-innovation
Bitner, M., Ostrom, A., & Morgan, F. (2008). Service Blueprinting: A Practical Technique For Service Innovation. California Management Review, 50(3), 66–94. https://doi.org/10.2307/41166446
Brown, T. (2008). Design Thinking. Harvard Business Review, June, 84–92. https://hbr.org/2008/06/design-thinking
Cheung, M. (2012). Design Thinking in Healtcare: Innovative Product Development through the iNPD Process. The Design Journal, 15(3), 299–324. https://doi.org/10.2752/175630612X13330186684114
DANE (2015). Encuesta de desarrollo e innovación tecnológica. https://www.dane.gov.co/index.php/estadisticas-por-tema/tecnologia-e-innovacion/encuesta-de-desarrollo-e-innovacion-tecnologica-edit
Design Council. (2013). Design methods for developing services. An Introduction to Service Design and a Selection of Service Design Tools. Keeping Connected Business Challenge. https://www.designcouncil.org.uk/sites/default/files/asset/document/Design%20methods%20for%20developing%20services.pdf
Dubberly, H. & Evenson, S. (2010). Designing for service: Creating an experience advantage. In W. Karwowsky (ed.). Introduction to service engineering (pp.403-413). http://dx.doi.org/10.1002/9780470569627.ch19
Duncan, A. K. & Breslin, M. a. (2009). Innovating health care delivery: the design of health services. Journal of Business Strategy, 30(2/3), 13–20. https://doi.org/10.1108/02756660910942427
Donofrio, N. (2010). Exact Change. Research-Technology Management, 53(6), 12–17. https://doi.org/10.1080/08956308.2010.11657657
Forlizzi, J. & Zimmerman, J. (2013, August). Promoting service design as a core practice in interaction design. In Proceedings of the 5th International Congress of International Association of Societies of Design ResearchIASDR (Vol. 13). http://design-cu.jp/iasdr2013/papers/1202-1b.pdf
Greenhalgh, T., Robert, G., Macfarlane, F., Bate, P., & Kyriakidou, O. (2004). Diffusion of innovations in service organizations: systematic review and recommendations. Milbank Q, 82(4), 581–629. https://doi.org/10.1111/j.0887-378X.2004.00325.x
Goffin, K. & Mitchell, R. (2010). Innovations Management. Red Globe Press.
Jones, P. (2013). Design for care: Innovating healthcare experience. Rosenfeld Media. https://www.researchgate.net/publication/259496779_Design_for_Care_Innovating_Healthcare_Experience
Junginger, S. (2008). Product development as a vehicle for organizational change. Design Issues, 24(1), 26–35. https://adk.elsevierpure.com/en/publications/product-development-as-a-vehicle-for-organizational-change
Lillis, B., Szwejczewski, M., & Goffin, K. (2015). The development of innovation capability in services: research propositions and management implications.
Operations Management Research, 8(1–2), 48–68. https://doi.org/10.1007/s12063-015-0099-z
Loeffler, E., Taylor-Gooby, D., Bovaird, T., Hine-Hughes, F., & Wilkes, L. (2012). Making Health and Social Care Personal and Local: Moving from mass production to co-production. Governance International. https://www.govint.org/fileadmin/user_upload/publications/2012_Pamphlet/Coproduction_in_health_and_social_care.pdf
March, J. C., Prieto, M. A., Hernán, M., & Solas, O. (1999). Técnicas cualitativas para la investigación en salud pública y gestión de servicios de salud: algo más que otro tipo de técnicas. Gaceta Sanitaria, 13(4), 312–319. https://doi.org/10.1016/S0213-9111(99)71373-7
Mayo Clinic Center of Innovation. (2018). Transforming the experience and delivery of health and health care. http://centerforinnovation.mayo.edu/what-we-do/
Mazera, L., & Salinas, J. (2018). Bot of health care: desarrollo de la aplicación móvil “Kiga” para la enfermedad renal crónica en Brasil. La investigación cualitativa en la comunicación y sociedad digital: nuevos retos y oportunidades (pp.25-35). Ediciones Egregius. https://www.researchgate.net/publication/325006665_Bot_of_health_care_desarrollo_de_la_aplicacion_movil_Kiga_para_la_enfermedad_renal_cronica_en_Brasil_Bot_of_health_care_development_of_the_mobile_application_Kiga_for_chronic_kidney_disease_in_Brazil
Meyer, S., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: The missing link in service design research? Journal of Operations Management, 20(2), 121–134. https://doi.org/10.1016/S0272-6963(01)00090-0
Moritz, S. (2005). Service Design practical access to an evolving field. https://issuu.com/st_moritz/docs/pa2servicedesign/4
Orszag, P. & Rekhi, R. (2020). The Economic case for vertical integration in health care. NEJM Catalyst Innovations in Care Delivery, 1(3). https://doi.org/10.1056/CAT.20.0119
Plataforma de Innovación en Tecnologías Médicas y Sanitarias. (2016). Guía de buenas prácticas en gestión de la innovación. www.itemas.org
Politecnico di Milano. (2017). Service design tools. http://www.servicedesigntools.org/tools/36
Porter, M. (2010). What Is Value in Health Care? The New England Journal Of Medicine, 363(26), 2477–2481. https://www.nejm.org/doi/full/10.1056/nejmc1101108
Herzlinger R. E. (2007). Who Killed Healthcare?. Medscape General Medicine, 9(3), 50. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2100125/
Roberts, J. P., Fisher, T. R., Trowbridge, M. J., & Bent, C. (2016). A design thinking
framework for healthcare management and innovation. Healthcare, 4(1),
11–14. https://doi.org/10.1016/j.hjdsi.2015.12.002
Sanders, E. B.-N., & Stappers, P. J. (2008). Co-creation and the new landscapes of design. CoDesign, 4(1), 5–18. https://doi.org/10.1080/15710880701875068
Schiller, C., Winters, M., Hanson, H. M., & Ashe, M. C. (2013). A framework for stakeholder identification in concept mapping and health research: a novel process and its application to older adult mobility and the built environment. BMC Public Health, 13(1), 428. https://doi.org/10.1186/1471-2458-13-428
Service Design Tools. (2017). Service Design Tools. http://www.servicedesigntools.org/
Smith, A. M., & Fischbacher, M. (2000). Stakeholder involvement in the new service design process. Journal of Financial Services Marketing, 5(1), 21–31. https://doi.org/10.1057/palgrave.fsm.4770003
Solfa, F. D. G., Amendolaggine, G., & Wall, T. A. A. (2018). Nuevos paradigmas para el diseño de productos. Design Thinking, Service Design y experiencia de usuario. Arte E Investigación, (14), 12. https://doi.org/10.24215/24691488e012
Steinbeck, R. (2011). El “design thinking” como estrategia de creatividad en la distancia. Comunicar, 19(37), 27-35. https://doi.org/10.3916/C37-2011-02-02
Stickdorn, M. & Schneider, J. (2012). This is Service Design Thinking. Tschimmel, K. (2012). Design Thinking as an effective Toolkit for Innovation. In XXIII ISPIM Conference: Action for Innovation (pp. 1–20). https://www.researchgate.net/publication/236135862_Design_Thinking_as_an_effective_Toolkit_for_Innovation
Willesen, T. (2018). Applying service design thinking to improve hospital innovation (Thesis). Aalborg University Copenhagen. https://projekter.aau.dk/projekter/files/288870972/Tania_Willesen_Thesis_2018.pdf
Zimmerman, J., Forlizzi, J., & Evenson, S. (2007). Research Through Design as a Method for Interaction Design Research in HCI design research in HCI. In In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI ’07) (pp. 493–502). New York, NY, USA. https://doi.org/https://doi.org/10.1145/1240624.1240704
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