Quality Indicators for Health Service Design Processes : operationalised D9 Principles of Digitalisation
Hurmekoski, Ilari (2022)
Hurmekoski, Ilari
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202202282960
https://urn.fi/URN:NBN:fi:amk-202202282960
Tiivistelmä
Digital health service design processes were selected for Quality Indicator (QI) development because health service digitalisation affects many customers, shows vast variation in care quality and outcomes, and is costly to health service systems. The D9 principles of digitalisation have been created by the Ministry of Finance to improve customer orientation and productivity of public services in Finland. However, any framework of principles guiding practice must specify and operationalise ethical values to make them practicable, measurable, and comparable. The QI artifact should support and measure health service design process quality by providing interactive checklists of best-practice solutions extended with codified knowledge and visual management to facilitate quality improvements.
Information architecture of the QI artifact was created with Action Design Research method. The QI framework was generated from individual interviews of practitioners and focus group interviews of managers in target organisation. All participants were involved in health service design processes in distinct roles. Interviews were analysed with deductive content analysis. Artifact iterations were determined by existing theories.
A practicable QI framework was created as the QI artifact information architecture to measure D9 principle adherence in health service design processes. The Customer Efficiency Label and the Customerisation Label should be used to provide customer-oriented services by transforming management attitudes and practitioner collaboration, to improve understanding of customer orientation and digital technologies, and to manage quality improvement work in health service organisations. Future development should include validation of selected QI observables. Moreover, QI artifact features should be developed into a Health Service Design System that could revolutionise health service systems by standardising practical activities that provide for higher customer value at lower customer cost.
Information architecture of the QI artifact was created with Action Design Research method. The QI framework was generated from individual interviews of practitioners and focus group interviews of managers in target organisation. All participants were involved in health service design processes in distinct roles. Interviews were analysed with deductive content analysis. Artifact iterations were determined by existing theories.
A practicable QI framework was created as the QI artifact information architecture to measure D9 principle adherence in health service design processes. The Customer Efficiency Label and the Customerisation Label should be used to provide customer-oriented services by transforming management attitudes and practitioner collaboration, to improve understanding of customer orientation and digital technologies, and to manage quality improvement work in health service organisations. Future development should include validation of selected QI observables. Moreover, QI artifact features should be developed into a Health Service Design System that could revolutionise health service systems by standardising practical activities that provide for higher customer value at lower customer cost.