Abstract
The aim of this article, underpinned by service design concept and case analysis, is to show how intelligent clinic and its consultation experience can be better optimized based on product service system theory. With the rapid development of intelligent medical, most researches focus on the hardware, the interaction between users and products while researches on the whole process of service provision is not systematic, which results in the innovation of improving the quality of medical services mainly concentrated in hospitals, medical platforms, family doctors and other fields. To complement the mismatch between facilities and service model of intelligent clinic, typical cases were analyzed to sort out the pain points. From the perspective of hospital, patient and doctor’s value proposition, the new concept of product service system is optimized based on the whole process as well as integrating the concept of scene design. Finally, a service blueprint and a product service system model matched with the intelligent clinic are launched. As the direct result of the optimization, there were predictable and significant improvements in the whole process of service provision and experience.
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Appendix: The Pre-existence of Intelligent Clinic
Appendix: The Pre-existence of Intelligent Clinic
The concept of “fast clinic” originated in Minnesota around 2000. It only focuses on the examination and treatment of common diseases for children and adults over 18 months old, such as cold, sore throat, ear infection. The clinic pays attention to the quality of medical service to ensure short treatment time cater to the expectation of patients. However, there are also many disadvantages about traditional fast clinic. Such as Poor facilities, data error, inefficiency prescription. Therefore, the fast clinic soon failed. The rapid development of science and technology brings hope to solve these challenges, and the concept of “focusing on the quality of medical service” is also the core of modern smart clinic.”
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Ding, W., Liu, Y., Jiang, Y. (2021). Improving Design of Intelligent Clinic Product Service System: A Case Study. In: Kalra, J., Lightner, N.J., Taiar, R. (eds) Advances in Human Factors and Ergonomics in Healthcare and Medical Devices. AHFE 2021. Lecture Notes in Networks and Systems, vol 263. Springer, Cham. https://doi.org/10.1007/978-3-030-80744-3_27
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DOI: https://doi.org/10.1007/978-3-030-80744-3_27
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