Knowledge Base Repository
In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.
A STUDY ON SERVICE DESIGN OF PHYSICAL THERAPY CENTERS FOR DIGITAL TRANSFORMATION
Hung, Yu-Hsiu; Liang, Jia-Bao
Type:
Year:
2024
Editor:
Yong Se Kim; Yutaka Nomaguchi; Chun-Hsien Chen; Xiangyang Xin; Linna Hu; Meng Wang
Author:
Series:
Other endorsed
Institution:
National Cheng Kung University
Page(s):
274-282
Abstract:
As healthcare demands evolve, public expectations for affordable, high-quality services have increased. Traditional service models rely on manual scheduling and paper records, leading to inefficient information flow, frequent interruptions, long patient waiting times, and poor experiences. Digital technology offers a solution to these challenges. This study focuses on the evolution of service models in Physical Therapy Centers (PTCs) through digital transformation, aiming to enhance scheduling systems, improve service efficiency, and increase patient satisfaction. Using field research, contextual inquiry, and participatory design, we observed appointment processes, mapped service flows using lean management to identify bottlenecks, and conducted interviews with staff (n=1) and therapists (n=5) regarding scheduling logic. A participatory workshop with 8 PTC staff explored strategies for a digital scheduling system, addressing workflow inefficiencies and proposing improvements. The new model features a digital scheduling system, enabling real-time information sharing and smart task allocation, reducing wait times and optimizing resource use. Results show that the new model resolves information flow issues and identifies process improvements from a lean perspective, achieving better outcomes for patients, staff, and departments while avoiding extra costs during digital transformation.
Keywords:
