A Literature Review of Research on Medical Service Design in Korea

Keum-Seong Jang; Kyung-Hee Chung; Yun-Hee Kim

doi:10.11111/jkana.2018.24.1.85

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Jang, Chung, and Kim: A Literature Review of Research on Medical Service Design in Korea

Original Article

J Korean Acad Nurs Adm 2018;24(1):85-96.

Published online: 15 January 2018

DOI: https://doi.org/10.11111/jkana.2018.24.1.85

A Literature Review of Research on Medical Service Design in Korea

Keum-Seong Jang¹, Kyung-Hee Chung², Yun-Hee Kim^3,

¹College of Nursing ․ Research Institute of Nursing Science, Chonnam National University

²Department of Nursing, Nambu University

³Department of Nursing, Mokpo National University

Corresponding author: Kim, Yun-Hee Department of Nursing, Mokpo National University, 1666 Yeongsan-ro, Cheonggye-myeon, Muan 58554, Korea. Tel: +82-61-450-6291, Fax: +82-61-450-2679, E-mail: kimyunhee@mokpo.ac.kr

Received 16 November 2017 Revised 10 January 2018 Accepted 12 January 2018

This is an open access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

Abstract

Purpose

Purpose of this study was to analyze research on the service design process applied to domestic medical service areas.

Methods

A review was made through domestic databases including RISS, KISS, DBpia, and NDSL and for the analysis framework: a medical service classification code which integrated the medical service area and the design fields.

Results

In the healthcare service field there were 9 studies (69.2%) in the medical area, 1 study (7.7%) each in nursing and oriental medicine, and 2 studies (15.4%) in healthcare. According to analysis results based on the medical service classification code, there were 5 studies in prevention and management, 6 studies in curative care, 1 each in rehabilitation and ancillary care. Double diamond process was used in 8 studies.

Conclusion

Service design was applied mainly to the curative care in the domestic medical settings but little research on service design in the long-term nursing care area was identified. As a strategy to improve the quality of nursing service, it is necessary to adopt the service design process for various nursing service areas in Korea.

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Keywords: Nursing services, Patient-centered care, Quality improvement

References

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2. Korea Institution of Design Promotion. Healthcare design first aid kit [Internet]. Korea Institution of Design Promotion;2013. [cited 2017 January 10] Available from:. http://www.designdb.com/?menuno=790&bbsno=14683&siteno=15&act=view&ztag=rO0ABXQANDxjYWxsIHR5cGU9ImJvYXJkIiBubz0iNTkxIiBza2luPSJwaG90b19iYnMiPjwvY2FsbD4%3D.

3. Kim CS, Nah K. A study on the utilization of open innovation platform co-creation as service design methodology: Focused on the case study of ‘OpenIDEO’ and ‘Quriky’. Journal of Digital Design. 2013; 13(1):333–342.

4. Choi JM, Chun YD. A case study on healthcare service design-focused on service innovation current situation analysis in hospital. Journal of Korean Society of Communication Design. 2014; 23:199–208.

5. Health Insurance Review & Assessment Service. Assessment of 1st patient experience in 2017 [Internet]. Wonju: Health Insurance Review & Assesment Service;2017. [cited 2017 October 16]. Available from:. http://www.hira.or.kr/dummy.do?pgmid=HIRAA020002000000&cmsurl=/cms/inform/01/1352915_27106.html.

6. Design Council. The design process; What is the double diamond? [Internet]. London: Design Council;2015. [cited 2017 November 07]. Available from. http://www.designcouncil.org.uk/news-opinion/design-process-what-double-diamond.

7. Moritz S. Service design-practical access to an evolving field. London: Stefan Moritz;2005. p. 156–159.

8. Son JS. A service design study for medical materials supply system of operating room. [dissertation]. Seoul: Chung-Ang University;2016. p. 1–132.

9. Jeon YO. The development of service design framework for the innovation of Korea's social problems. [dissertation]. Seoul: Hongik University;2016. p. 64–86.

10. Rhi JM. An analysis of current research paradigm for service design in Korea. Journal of Digital Design. 2014; 14(2):417–426.

11. Yoo MH, Kim EK. Case studies on service design-focus on process and methodology. Journal of Communication Design. 2012; 39:31–39.

12. Nam BK. Business models for official development assistance using a service design methodology in health care. [dissertation]. Gimhae: Inje University;2014. p. 48.

13. Designing healthcare services. Proceedings of 2014 Spring Conference of the Korean Society of Adult Nursing; 2014 June 20. Seoul: Korean Society of Adult Nursing;2014.

14. Strategies for nursing management according to the 4th industrial revolution. Proceedings of 2017 Spring Conference of the Korean Academy of Nursing Administration. 2017 June 9. Seoul: Korean Academy of Nursing Administration;2017.

15. Sequist TD, Schneider EC, Anastario M, Odigie EG, Marshall R, Rogers WH, et al. Quality monitoring of physicians: Linking patients' experiences of care to clinical quality and outcomes. Journal of General Internal Medicine. 2008; 23(11):1784–1790.

16. Lin MC, Hughes BL, Katica MK, Christi DZ, Plesk PE. Service design and change of systems: Human-centered approaches to implementing and spreading service design. International Journal of Design. 2011; 5(2):73–86.

17. Lee JH, Kim CJ. Effect of doctor's patient-centered communication on the patient satisfaction and treatment outcomes: Focusing on mediating effect of patient participation. The Journal of the Korea Contents Association. 2013; 13(11):249–260. https://doi.org/10.5392/JKCA.2013.13.11.249.

18. Ministry of the Interior and Safety (KO). Operations manual of Government 3.0 citizens policy design group. Seoul: Ministry of the Interior and Safety;2016.

19. Lee KS, Kim YS, Choi JG, Kim SY. A study on service improvement of department store using service design methodologies. Journal of the Korea Service Management Society. 2015; 16(1):225–243.

20. Heo YJ, Yoo MH. A study on service design process and methods from an innovation perspective-semantic resolution from an empirical study. Journal of Communication Design. 2013; 43:28–37.

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Figure 1.

Literature selection process in this study.

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Table 1.

General Characteristics of the Research (N=13)

Characteristics	Categories	Total	2013	2014	2015	2016
Characteristics	Categories	n (%)	n (%)	n (%)	n (%)	n (%)
Type of publication	Doctoral dissertation	2 (15.4)	0 (0.0)	1 (50.0)	0 (0.0)	1 (50.0)
	Master's thesis	1 (7.7)	0 (0.0)	0 (0.0)	0 (0.0)	1 (100.0)
	Journal	10 (76.9)	2 (20.0)	1 (10.0)	4 (40.0)	3 (30.0)
Journal title	Journal of Korea Design Knowledge	4 (30.8)	1 (25.0)	1 (25.0)	2 (50.0)	0 (0.0)
	Journal of Digital Design	2 (15.4)	0 (0.0)	0 (0.0)	2 (100.0)	0 (0.0)
	Journal of Integrated Design Research	2 (15.4)	1 (50.0)	0 (0.0)	0 (0.0)	1 (50.0)
	Design Convergence Study	1 (7.7)	0 (0.0)	0 (0.0)	0 (0.0)	1 (100.0)
	Bulletin of Korean Society of Basic Design & Art	1 (7.7)	0 (0.0)	0 (0.0)	0 (0.0)	1 (100.0)
Healthcare service sector	Medical	9 (69.2)	2 (22.2)	1 (11.1)	3 (33.3)	3 (33.3)
	Nursing	1 (7.7)	0 (0.0)	0 (0.0)	0 (0.0)	1 (100.0)
	Healthcare	2 (15.4)	0 (0.0)	1 (50.0)	0 (0.0)	1 (50.0)
	Oriental medicine	1 (7.7)	0 (0.0)	0 (0.0)	1 (100.0)	0 (0.0)
Types of healthcare service delivery	Medical information transfer	1 (7.7)	0 (0.0)	0 (0.0)	1 (100.0)	0 (0.0)
	Medical device and products	1 (7.7)	0 (0.0)	0 (0.0)	1 (100.0)	0 (0.0)
	Hospital environment	4 (30.8)	0 (0.0)	1 (25.0)	1 (25.0)	2 (50.0)
	Service	7 (53.8)	2 (28.6)	1 (14.3)	1 (14.3)	3 (42.8)
Type of service design process	Double diamond process	8 (61.5)	0 (0.0)	2 (25.0)	2 (25.0)	4 (50.0)
	Design-dive	1 (7.7)	0 (0.0)	1 (100.0)	0 (0.0)	0 (0.0)
	Stefan Moritz	1 (7.7)	0 (0.0)	0 (0.0)	1 (100.0)	0 (0.0)
	Not stated	3 (23.1)	1 (33.3)	0 (0.0)	1 (33.3)	1 (33.3)

Table 2.

Identification of Research according to Medical Service Classification Code (N=13)

Code (n)	Medical information transfer (1)	Medical devices and products (1)	Hospital environment (4)	Service (7) (service, process, system)
Code (n)	Key contents	Key contents	Key contents	Key contents
Prevention/management (5)				․ Development of official development assistance strategy model applied service design process: national based approach, community based approach
				․ Establishment of official development assistance strategy in Mongolia healthcare system: improvement of primary healthcare service accessibility, healthcare personnel training, maternal and child health program, infectious disease control
				․ Developing guidelines for infection control of service channel corresponding to hospital accreditation items, development of information visualization system (development of boards, layout, sign system)
				․ Development of a application to improve the health screening services for baby and infant: choosing a hospital by providing advanced search functionality and hospital information with user reviews when making reservations, questionnaire and K-DST to be filled out immediately after reservation with the hospital, notifying of their reservation ahead of time using smartphone alarm, comparing results with the previous examination
				․ Based on customer experience analysis: improving preparation process (reservation check, history taking), reducing anxiety during screening (providing relaxation time during endoscopy, arm selection service that is easy to sampling), after screening (health consultation, implementing health tips for health promotion)
Curative care (6)	․ Development of pictograms by classifying the medical terminology, diagnosis and treatment methods in oriental clinic, and making a guide using pictograms	․ Improvement of nebulizer: it possible to store two kinds of drug by one assembling procedure for nebulizer that requires two assembling and disassembling steps before, which have improved inefficiency of medical professionals in busy medical care environment such as nurse's nebulizer care room re-visit.	․ Prevention of emergency room violence due to control of noise and infection: examination guide leaflet provided to at new patients, process board telling the overall care process of the emergency room, block type process kit provided to patient lying on bed, signage, sleeping eye patch, vibrating bell, music therapy	․ Improvement of medical service process for women using obstetrics and gynecology: use of pre-registration service, change in calling method in the waiting area, sharing registered information during the entire service use process
			Improvement of space allocation for small-middle sized orthopedic hospital: improvement of long and boring waiting time, messy waiting rooms, medical staff and patients' privacy infringement T shaped dual treatment room, exclusive toilets for doctors, concierge service, display of waiting list, system of consistent sign and wayfinding
			Improvement in waiting space of small-middle sized hospitals: Indicate where to visit and treatment order using inforgraphics, separation of patient's seats in order to improve the hygienic environment, to reduce boredom during waiting, use the color according to the characteristics of the medical department and the characteristics of the patient
Rehabilitative care (1)			Supporting social adaptation of patients admitted to rehabilitation wards: improving hospital use experience during admission-discharge, establishing a network environment with family in-out hospital centered on patient, replace space name for reinforcement of psychological health consciousness
Long term nursing care (0)
Ancillary service to healthcare (1)				Proposal of guidelines to improve on operating room medical materials supply system, management of the nurse's medical material and other participants work,

Table 3.

Type of Service Design Process and Method (N=13)

Items (n)	Problem finding					Problem solving
	Understanding	Discover		Define		Develop	Deliver
	Research tools (n)	Research tools (n)			Research tools (n)	Research tools (n)	Research tools (n)
Double diamond process (8)	․Initial research (1) ․ Mind mapping (1) ․ Survey (1) ․ FGI (1) ․ Final beneficiary & stakeholder mapping (1) ․ Final beneficiary & cocreative workshop (1) ․ Prioritization method - BPRS (1) - PEARL (1) - Golden diamond (1) - PATCH (1)	․ In-depth interview (6) ․ Desk research (5) ․ Contextual interview (3) ․ Shadowing (3) ․ Stakeholder map (3) ․ Service journey map (2) ․ Actors mapping (1) ․ Affinity diagram (1) ․ Culture hunt (1) ․ Empathy tools (1) ․ Final beneficiary & cocreative workshop (1) ․ FGI (1) ․ Participant journals (1) ․ Research planning (1) ․ Service observation (1) ․ System mapping (1) ․ Service safari (1) ․ Town watching (1)			․ Customer journey mapping (4) ․ Persona (3) ․ Affinity diagram (1) ․ Consumer profile analysis (1) ․ Consumer service experience journey analysis (1) ․ Ethnography (1) ․ Evaluation information source screening (1) ․ FGI (1) ․ In-depth interview (1) ․ Questionnaire (1) ․ Service blueprint analysis (1) ․ Service prototyping (1) ․ Stakeholder map (1) ․ Touch points matrix analysis (1) ․ User/stakeholder observation (1) ․ User scenario (1) ․ Not state about research tools (1)	․ ․ Prototype (3) ․ Final beneficiary & cocreative workshop (2) ․ Ideation & idea select workshop (2) ․ Application development (1) ․ Brainstorming (1) ․ Design concept (1) ․ Idea specification (1) ․ Information visualization (1) ․Multidisciplinary expert workshop (1) ․ Persona (1) ․ Service blueprint (1) ․ Survey (1) ․ User scenario (1)	․ ․ Application development (1) ․ Final test (1) ․ Guideline (1) ․ FGI (1) ․ Service solution (1) ․ Stakeholder interview (1) ․ Survey (1) ․ Not state about research tools (4)
	Understanding	Envisioning			Conceptualizing		Visualizing
Design-dive (1)	․ Stakeholder interview (1)	․ Not descript about research tools (1)				․ Service design blueprint (1)	․ Not state about research tools (1)
	․ Patient in-depth interview (1)
	․ Patient journey map (1)
Stefan Moritz (1)	Understanding	Thinking	Generating	Filtering	Explaining	Realizing
	․ User experience analysis (1)	․ Not state about research tools (1)			․ Scenario (1)	․ Scenario (1)
Not stated (3)	․ Literature research (2)			․ Prototype (2)
	․ Action map analysis (1)			․ Context based behavioral prototyping (1)
	․ Brain storming (1)			․ Customer experiences sampling and analysis (1)
	․ Customer experiences sampling and analysis (1)			․ Customer journey map (1)
	․ Context based behavioral prototyping (1)			․ Idea concept card (1)
	․ Directed-storytelling (1)			․ Persona (1)
	․ Fly on the wall–observation (1)			․ Service blueprint (1)
	․ Hierarchical value map (1)
	․ Interview (1)
	․ Life cycle step analysis (1)
	․ Observational journal (1)
	․ Shadowing (1)

FGI=Focus group interview; BPRS=Basic priority rating system; PEARL=Propriety, economics, acceptabiliry, resource, legality; PATCH=Planned approach to community health.

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