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The need for service improvement at public sector hospitals is undeniable. In the future, public hospitals will face an array of socio-economic challenges, which together will present an unprecedented burden on the public sector.
Budget cuts will force hospitals to save money where possible. Hospitals will be understaffed. The elderly population will increase, as will the incidence of lifestyle diseases. And private hospitals, with their increasingly optimised service offering, will present tough competition. Change at Denmark’s largest hospital
Designit, Scandinavia’s largest integrated strategic design consultancy, was asked to apply service design at Denmark’s largest public hospital, Odense University Hospital (OUH).
The project resulted in Patient House – a service design concept, to be implemented at a new department at OUH. It will also provide inspiration for the new OUH building, due to reach completion in 2018.
The groundbreaking service innovation is expected to serve as a blueprint for future public healthcare improvements – in Denmark and abroad.
Prescription for improvement
Patient House contains recommendations for service offerings, physical surroundings and core clinical services.
Service focuses on delivering an accelerated patient flow that reduces hospitalisation time and speeds recovery. This is achieved by involving patients and relatives in treatment and securing consistent and clear communication between the patient, relatives and hospital’s departments.
Physical surroundings are relaxing, safe and recreational, allowing relatives to stay overnight and dine at the restaurant, which offers a wide range of healthy food. Activities, rehabilitation and advice are at hand, and patients are able to maintain contact with the outside world and work. Patient House also delivers financial savings in relation to staffing levels by activating patients and visitors, and creating multi-functional rooms that adapt to changing needs.
Building blocks for future hospital
- Seamless and effective patient flow
- Patient empowerment and self-care
- Relatives’ involvement
- Good working environment
- High professionalism
- Inspirational physical surroundings
- Considered and consistent communication
- Secure personal integrity
- Effective collaboration across departments
- Healthy food
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