Cover Page by Peter Jones

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CHAPTER 5

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Patient-Centered Service Design

Elena’s Story: Health Self-Service

124

Patient Experience in Health Service

124

Good Care Is a Moral Issue

128

Evidence-Based Service Design

136

Service Design for Care

140

Case Study: Patient-Centered Care Innovation

145

Methods: Design Research for Healthcare Services

152

Elena’s Story: Health Self-Service

Elena returns home to check on Ben before going back to work. Dr. Martin’s office calls at 4:30 to report the lab results. Because she experienced only a “mild” faint, Elena did not get a full set of tests. Her bloodwork showed a borderline diabetes condition called prediabetes, with ...

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