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Exploring Cultural Dynamics and Tensions when Applying Design Thinking for Improving Healthcare Quality: What is really going on?
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Management and Mechanical Engineering. (Kvalitetsteknik)
Region Västernorrland.
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Management and Mechanical Engineering. (Kvalitetsteknik)ORCID iD: 0000-0002-5431-0392
2018 (English)In: Proceedings of the 21th QMOD Conference: Building a Culture for Quality, Innovation and Sustainability / [ed] Su Mi Park-Daahlgard, 2018Conference paper, Published paper (Refereed)
Abstract [en]

Purpose:

The purpose of this paper is to contribute knowledge concerning the dynamics and potential cultural tensions that occur when applying user involvement and design thinking for improving quality in a healthcare setting.

Method:

The paper is based on a case study following a quality improvement project (QI) in a medium sized Swedish county council in the field of somatic care. The project involved eight healthcare professionals, one designer, four patients and two relatives. A multiple data collection method over a period of 10 months was used. It included individual interviews, e-mail correspondence and observations of workshops that covered the QI project.

Findings:

The result shows tensions between QI work and the daily clinical work of the participants. These tensions primarily concern the conflict between fast and slow processes, the problem of moving between different fields of knowledge, being a resource for the individual clinic and the system, and the participants' expectations and assumptions about roles and responsibilities in a QI project. Furthermore these findings could be interpreted as signs of a development culture in the healthcare context.

Practical Implications:

There are several practical implications. Among others, the insights can inspire how to approach and contextualize the current concepts, roles and methods of design thinking and user involvement so that they can be more easily understood and integrated into the existing culture and way of working in the healthcare sector.

Originality:

The study provides a unique insight into a case, trying to uncover what actually is going on, and perhaps why certain things are not happening at all, when user involvement and design practices are applied for improving healthcare quality.

Place, publisher, year, edition, pages
2018.
Keywords [en]
Patient Involvement, Quality Improvement, Professionals, Culture, Service Design; Project management
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-34920OAI: oai:DiVA.org:miun-34920DiVA, id: diva2:1264598
Conference
21st QMOD conference on quality and service science ICQSS, 22-24 August 2018, Cardiff University, Wales, UK
Available from: 2018-11-20 Created: 2018-11-20 Last updated: 2018-12-06Bibliographically approved

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Boström, JonasLilja, Johan

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CiteExportLink to record
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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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