Service Design Approach to Elevate the Patient Experience during Home X-Rays

Author:

Parikh R. M.,Shrivastav S.

Abstract

AbstractHealthcare services have evolved with advances in science, technology and societal needs. Despite being around for two decades, 'X-ray at Home' has seen limited adoption. Understanding its enablers and disablers can lead to insights to develop an accessible healthcare service ecosystem. Healthcare organisations have adopted design thinking to develop new products but healthcare service design is still in its introductory phase. This qualitative study describes the current state of home X-ray services in Mumbai and proposes touchpoints for raising awareness, acceptance and patient experience.

Publisher

Cambridge University Press (CUP)

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