ben reason health services

Service thinking for

health services

Ben Reason live|work studio ltd www.livework.com

CONFIDENTIAL November 2008

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Service Thinking

Contents

Product thinking

Service thinking - 3 imperatives

1.! Services for MS

2.! Access to General Practice

3.! Working with health teams



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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



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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



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Service Thinking

We need to think about services



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Service Thinking

Three imperatives

People

Networks

Sustainability



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Service Thinking: People

Individuals

Treating people as individuals



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Service Thinking: Networks

Connections

Networks with better connections



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Service Thinking: Sustainability

Resources

Sustainable use of resources



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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





Individuals

Supporting individuals to manage their health





Ealing Primary Care Trust: Services for people living with Multiple Sclerosis





Ealing Primary Care Trust: Services for people living with Multiple Sclerosis

“I live with this 24/7 you see me once a week”





Component: Referral to ‘your MS’ service





Component: Post diagnosis support





Component: An dedicated MS team





Component: Open access to services





Component: Informal telephone based advice





Component: Self monitoring, patient diaries and ongoing reviews





Component: Shared information on support services





Deliver: Blueprints for new long term neurological conditions service





Connections

Better connections between patients & providers





Luton Primary Care Trust Access to General Practice & Primary Care





Aware - One Service, different needs





Access - It’s all connected





Referrals - understanding the options





Transactional - getting what I need the way I need it





Relational - I can feel I’m being taken care of





Compiling themes, issues and needs





Resources

Resources for providers - skills, tools, teams & collaboration





Activity: Create, share, develop and select ideas





Activity: Co-design with patients





Activity: Collaborative team approach



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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.





Activity: Gaining insight into patient needs





Activity: Creating and developing new ideas





Activity: Testing ideas through prototyping





Activity: Blueprinting for delivery




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




Service Thinking

Thank you




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

Livework Studio Limited

4th Floor

118 Commercial Street

London

E1 6NF

[email protected]

Studio: 020 7377 9620