Lessons Learned

Challenges and Strategies for doing service design in health and social care.

On 9th April 2014 we ran a workshop at the ServDes conference in Lancaster, UK. Our aim was to begin a resource for others embarking on service design in health and social care. These pages are that resource and we invite others to contact us to contribute to them.

At the workshop we drew upon participants’ varied experiences of service design in health and social care institutions to begin a list of challenges in doing such work, and the strategies they have found useful in tackling them. Workshop participants also video-recorded specific examples of challenges and their strategies for dealing with them. Several of the challenges and strategies workshop participants listed were similar or related. We have collated them into five broad challenges below, together with the video examples:

A hypothetical example: Getting People to Attend GP Appointments

One group of workshop participants explored a frequent problem in healthcare – getting patients to attend appointments (for GPs, local physicians).

The challenge… from User-centred Healthcare Design on Vimeo.

Strategies for addressing it… from User-centred Healthcare Design on Vimeo.

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