Patient Self-Service Paradigms in Hospital and Healthcare Service Design Settings

Jenny Darzentas () and Helen Petrie ()
Additional contact information
Jenny Darzentas: University of the Aegean
Helen Petrie: HCI Research Group, University of York

A chapter in Service Design and Service Thinking in Healthcare and Hospital Management, 2019, pp 447-462 from Springer

Abstract: Abstract Technology-based service transactions, in the form of self-service kiosks in hospital and healthcare settings, are not the full extent of the self-service paradigms. This chapter examines self-service aspects of service design and service thinking to investigate the wider-ranging “systemic” effects of patient self-service. It focuses on harnessing self-service for patient experience beyond organizational productivity and efficiency gains. It offers a framing for this, by drawing in recent research from a variety of sources, including work on self-services, service design, and service research in healthcare, but also in the wider sociopolitical sphere, as well as advances in technology such as robotics and artificial intelligence.

Date: 2019
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-00749-2_25

Ordering information: This item can be ordered from
http://www.springer.com/9783030007492

DOI: 10.1007/978-3-030-00749-2_25

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().