Article | Service Design Geographies. Proceedings of the ServDes.2016 Conference | Designing the Future, Engineering Reality: Prototyping in the Emergency Department
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Title:
Designing the Future, Engineering Reality: Prototyping in the Emergency Department
Author:
Antonio Starnino: University of Reggio Emilia and Modena, Reggio Emilia, Italy Clio Dosi: University of Reggio Emilia and Modena, Reggio Emilia, Italy Matteo Vignoli: University of Reggio Emilia and Modena, Reggio Emilia, Italy
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Full text (pdf)
Year:
2016
Conference:
Service Design Geographies. Proceedings of the ServDes.2016 Conference
Issue:
125
Article no.:
053
Pages:
574-579
No. of pages:
6
Publication type:
Abstract and Fulltext
Published:
2016-05-17
ISBN:
978-91-7685-738-0
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press, Linköpings universitet


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This case study covers the implementation of a live prototype aimed at addressing the issue of overcrowding at the emergency department (ED) of the Santa Maria Nuova Hospital (ASMN) in Reggio Emilia (Italy). It was facilitated by a team of service designers and management engineers from the University of Modena and Reggio Emilia (UNIMORE), and a working group of 15 professionals composed of doctors, nurses and auxiliaries. The live prototype involved the 150+ staff of the emergency department and over 3,750 patients over a period of 34 days. The end result of the service was a smoother patient flow that reduced waiting time by 38%, and had a patient satisfaction rating of 94% increased staff-patient communication. The service also carried negative effects on how doctor’s viewed their professional identity, and caused stress due to uncontrollable noise limits.

Keywords: service design, live prototyping, healthcare, emergency department

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Antonio Starnino, Clio Dosi, Matteo Vignoli
Title:
Designing the Future, Engineering Reality: Prototyping in the Emergency Department
References:

Willoughby, K., Chan, B., & Strenger, M. (n.d.). (2013) Achieving wait time reduction in the emergency department. Leadership in Health Services. 304-319.


Liu, S., Hamedani, A., Brown, D., Asplin, B., & Jr., C. (2013). Established and Novel Initiatives to Reduce Crowding in Emergency Departments. Western Journal of Emergency Medicine WestJEM. 85-89.


Matthews, Allison, and Diane Klein. (2013). A Prescription for Making Innovative Medicine Relate. Touchpoint5.2. 12-13. Print.


Kronqvist, Juha, Heini Erving, and Teemu Leinonen. (2013). Cardboard Hospital: Prototyping Patient-centric Environments and Services. Proceedings from Nordes 2013: Experiments in Design Research. Copenhagen, Denmark;Malmö, Sweden.


PearsonLloyd. (2011). A Better A&E. Retrieved 01 05, 2016, from Design Council: http://www.designcouncil.org.uk/what-we-do/ae-design-challenge

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Antonio Starnino, Clio Dosi, Matteo Vignoli
Title:
Designing the Future, Engineering Reality: Prototyping in the Emergency Department
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