Design for Care

CHAPTER 5

Patient-Centered Service Design

Elena’s Story: Health Self-Service	124
Patient Experience in Health Service	124
Good Care Is a Moral Issue	128
Evidence-Based Service Design	136
Service Design for Care	140
Case Study: Patient-Centered Care Innovation	145
Methods: Design Research for Healthcare Services	152

Elena’s Story: Health Self-Service

Elena returns home to check on Ben before going back to work. Dr. Martin’s office calls at 4:30 to report the lab results. Because she experienced only a “mild” faint, Elena did not get a full set of tests. Her bloodwork showed a borderline diabetes condition called prediabetes, with ...