Research on the Experience of Influencing Elements and the Strategy Model of Children’s Outpatient Medical Services under the Guidance of Design Thinking

Xi Zhang, Chenyang Liu and Xuehan Zhang ()
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Xi Zhang: Department of Industrial Design, Hanyang University (ERICA Campus), Ansan 15588, Republic of Korea
Chenyang Liu: Academy of Arts & Design, Tsinghua University, Beijing 100084, China
Xuehan Zhang: Department of Design & Manufacturing Engineering, Jeonbuk National University, Jeonju 54896, Republic of Korea

Sustainability, 2023, vol. 15, issue 12, 1-42

Abstract: Faced with the generally poor experience in pediatric outpatient in China, under the guidance of design thinking, based on the analysis and research of the main elements affecting child outpatients’ medical service experiences, this study proposes a set of strategic models that can improve child outpatients’ medical service experiences. Specifically, this study takes Shanghai Xinhua Hospital as a research case, combined with SPSS data statistics software, and comprehensively uses preliminary field research methods, questionnaire descriptive analysis methods, questionnaire satisfaction analysis methods, and questionnaire principal component analysis (PCA) methods as well as the structured interview method; thus, the main elements affecting child outpatients’ medical service experiences were obtained. Then, according to the main elements, a set of child outpatient medical service strategy models is proposed to improve child outpatients’ medical service experiences. Finally, the effectiveness of the strategy model is tested through satisfaction analysis and simulation case verification. The model is a people-centered, sustainable strategic model. With the support of design thinking, the strategic model takes the experience of children as the core improvement point, which is able to fully protect the rights and demands of child patients. At the same time, this strategy model can also reduce the workload of doctors, improve the operational efficiency of hospitals, promote a more equal distribution of medical resources, and reduce medical service costs. More importantly, it also encourages patients and their families to communicate and express their opinions to medical professionals, which can greatly reduce the tension between doctors and patients and effectively avoid doctor–patient conflicts. This has important implications for the sustainability of healthcare. However, this strategy model is only a guiding strategy for improving outpatient care for children. It does not provide detailed solutions around certain specific issues and specific implementations. At the same time, it is not a complex engineering design system but only provides a reference for improving children’s medical services in terms of strategic logic.

Keywords: influencing elements of outpatient medical service experience; outpatient medical service strategy model; human-centered; design thinking; sustainability (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
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