The research is based on the analysis and the evaluation of the current way people access to the social and health care services of the Azienda Ulss 9 Treviso. The purpose of this thesis is to create a document, a guideline tool to improve the way people access to the social and health care public services during the birth journey. It has been considered the journey of a woman (and her caregivers) since she needs information and knowledge until she needs a psychological and emotional support and care. The purpose of the thesis is to improve the communication system making clear standard practices (the access journey to the information: diagnosis and treatments) and, at the same time, to make the content (services and functions) consistent with the representation at a business level (hospitals, districts, prevention department) both at the front office level (patients and caregivers) and at the back office level (staff). It is like a visualization of the Service Charter focused on the birth journey (what to do, how to do, where and when to go) to explore healthcare services, people, places and functions. The development of this project has started from the need of understanding people’s aim, people’s emotional state of mind and consequently to make available and accessible these aspects: • organization of information (on line and off line devices and tools) • levels of information (from information to action) • standard practices for user (a service guide) The project aims to make evidence of the critical point and gaps between touchpoints and to point out a unique vision of the services in order to make easy the tasks, to empower people, to increase the control and the perception of the healthcare center. Service Design methodology, in particular care journey mapping, makes use of different tools to analyse, evaluate and represent the main critical aspects.
La ricerca si basa sull’analisi e la valutazione delle attuali modalità di accesso ai servizi socio sanitari dell’Azienda ULSS 9 di Treviso. L’obiettivo è quello di produrre un documento che tracci le linee guida per migliorare le modalità di accesso ai servizi socio sanitari nazionali aziendali nel percorso nascita. È stato preso in considerazione il percorso che la donna (e i caregiver) compie da quando necessita di informazioni e conoscenza a quando necessita di supporto (psicologico ed emotivo) e di cure. Scopo della tesi è quello di migliorare il sistema di comunicazione rendendo evidenti le procedure standard (il percorso di accesso alle informazioni: diagnosi e terapia) e allo stesso tempo rendendo il più possibile coerenti i contenuti (servizi e funzioni) alle modalità di rappresentazione degli stessi a livello aziendale (presidi ospedalieri, distretti e dipartimento di prevenzione) tra front office (paziente e caregiver) e back office (operatori). Si tratta di una sorta di rappresentazione grafica della Carta dei Servizi nell’ambito del percorso nascita (come, dove e quando si fa cosa) per capire cosa offre l’azienda, dove opera e a chi si rivolge. Lo sviluppo di tale progetto nasce dall’esigenza di comprendere gli obiettivi dell’utente, lo stato emotivo e di forte stress del paziente e dei caregiver e di rendere disponibili, accessibili ed omogenei i seguenti punti: • l’organizzazione delle informazioni (strumenti e supporti on line ed off line) • i livelli delle informazioni (dall’informazione all’azione) • le procedure standard lato utente (guide ai servizi). Il progetto ha lo scopo di far emergere, evidenziare le criticità dei touchpoint e proporre una visione unica e condivisa dei servizi per facilitare le operazioni, aumentare il livello di controllo e la percezione complessiva dell’organizzazione. L’applicazione della metodologia del service design si avvale di diversi strumenti di studio, valutazione e rappresentazione per poter comprendere i punti critici del processo, in particolare il care journey mapping.
Nuovi orizzonti informativi per il paziente. Scenari evolutivi di accesso alle informazioni e ai servizi : guidelines di progetto per l'azienda Ulss 9 Treviso
TESO, GIULIA
2010/2011
Abstract
The research is based on the analysis and the evaluation of the current way people access to the social and health care services of the Azienda Ulss 9 Treviso. The purpose of this thesis is to create a document, a guideline tool to improve the way people access to the social and health care public services during the birth journey. It has been considered the journey of a woman (and her caregivers) since she needs information and knowledge until she needs a psychological and emotional support and care. The purpose of the thesis is to improve the communication system making clear standard practices (the access journey to the information: diagnosis and treatments) and, at the same time, to make the content (services and functions) consistent with the representation at a business level (hospitals, districts, prevention department) both at the front office level (patients and caregivers) and at the back office level (staff). It is like a visualization of the Service Charter focused on the birth journey (what to do, how to do, where and when to go) to explore healthcare services, people, places and functions. The development of this project has started from the need of understanding people’s aim, people’s emotional state of mind and consequently to make available and accessible these aspects: • organization of information (on line and off line devices and tools) • levels of information (from information to action) • standard practices for user (a service guide) The project aims to make evidence of the critical point and gaps between touchpoints and to point out a unique vision of the services in order to make easy the tasks, to empower people, to increase the control and the perception of the healthcare center. Service Design methodology, in particular care journey mapping, makes use of different tools to analyse, evaluate and represent the main critical aspects.| File | Dimensione | Formato | |
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2012_04_Teso.pdf
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Descrizione: Testo della tesi
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https://hdl.handle.net/10589/55381