ben reason health services
DESCRIPTION
Presentation at service design seminar at Norwegian Design Council from Ben Reason from live|workTRANSCRIPT
Service thinking for
health services
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking
Contents
Product thinking
Service thinking - 3 imperatives
1.! Services for MS
2.! Access to General Practice
3.! Working with health teams
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Product thinking
Product Thinking
Product thinking | Henry Ford
New solutions for empowerment and control created
from new understanding of individual needs and
motivations. Insight driven engagemen
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Product thinking
Product Thinking in Healthcare
Product thinking in healthcare | National Health Service
New solutions for empowerment and control created from new
understanding of individual needs and motivations. Insight
driven engagemen
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking
We need to think about services
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking
Three imperatives
People
Networks
Sustainability
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Individuals
Treating people as individuals
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Networks
Connections
Networks with better connections
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Sustainability
Resources
Sustainable use of resources
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Applied to healthcare
Three imperatives applied
People Supporting individuals to manage their health
Networks Enabling better connections between patients & providers
Sustainability Resources for providers - skills, tools, teams & collaboration
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Individuals
Supporting individuals to manage their health
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Ealing Primary Care Trust: Services for people living with Multiple Sclerosis
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Ealing Primary Care Trust: Services for people living with Multiple Sclerosis
“I live with this 24/7 you see me once a week”
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Component: Referral to ‘your MS’ service
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Component: Post diagnosis support
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Component: An dedicated MS team
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Component: Open access to services
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Component: Informal telephone based advice
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Component: Self monitoring, patient diaries and ongoing reviews
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Component: Shared information on support services
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: People
Deliver: Blueprints for new long term neurological conditions service
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Networks
Connections
Better connections between patients & providers
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Networks
Luton Primary Care Trust Access to General Practice & Primary Care
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Networks
Aware - One Service, different needs
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Networks
Access - It’s all connected
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Networks
Referrals - understanding the options
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Networks
Transactional - getting what I need the way I need it
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Networks
Relational - I can feel I’m being taken care of
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Networks
Compiling themes, issues and needs
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Sustainability
Resources
Resources for providers - skills, tools, teams & collaboration
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Sustainability
Activity: Create, share, develop and select ideas
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Sustainability
Activity: Co-design with patients
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Sustainability
Activity: Collaborative team approach
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
[email protected] 34 [email protected] 34
Service Thinking: Sustainability
Service Design work process
1.!Insight
Insight into the issues and opportunities through
engagement and
observation.
2. Ideas
Develop ideas that respond
to the issues and opportunities identified.
3. Prototype
Quick and effective testing
of ideas at a small scale for early learning and
improvement
4. Delivery
Developing successful
ideas into scalable solutions.
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Sustainability
Activity: Gaining insight into patient needs
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Sustainability
Activity: Creating and developing new ideas
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Sustainability
Activity: Testing ideas through prototyping
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Sustainability
Activity: Blueprinting for delivery
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking: Applied to healthcare
Three imperatives applied
People New solutions for health equality, empowerment and choice created from new understanding of individual needs and motivations. Networks Improved patient journeys & pathways through experience based design.
Innovation of new health ecologies that make new connections or integrate
services in different ways.
Sustainability Development of the capability of health providers to engage users, improve
services and innovation new solutions through development of skills, tools, teams
& collaboration
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Service Thinking
Thank you
Ben Reason live|work studio ltd www.livework.com
CONFIDENTIAL November 2008
Contact
“I am quite sure that as a client of live|
work we have been particularly challenging
at times, but their professionalism and
belief in what is right for the customer
always remains at the forefront of our work
together.
The testament to their work is the extent to
which our organisation is now using either
their teams or their methodologies.
In summary they are a great team of
talented people who deliver a fabulous
service and I would recommend them
highly.”
Jo Howard
Director of Product and Marketing
Experian Business Information
Ben Reason
Director - Public & Sustainability
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