Digitalization of healthcare services. Backstage communication channels at HUS.

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master_Azovskaya_Valeriya_2017.pdf (6.23 MB)

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Volume Title

School of Arts, Design and Architecture | Master's thesis
Location:
P1 OPINNÄYTTEET D 2017 Azovskaya
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Authors

Date

2017

Department

Department of Design
Muotoilun laitos

Major/Subject

Mcode

Degree programme

Collaborative and Industrial Design

Language

en

Pages

94

Series

Abstract

Digital technology has been transforming the way services are created, delivered and consumed. They support the everyday processes of organizations and have become a valuable asset in the competitive global economy. Public healthcare has a lot of challenges in adopting new technologies that are not directly related to patient care. The most puzzling dilemma is the distribution of limited resources. Public healthcare backstage — the part that supports the frontstage operations but is not visible from the outside — is in an urgent need of transformation. This master’s thesis observes and suggests possible ways to overcome this challenge. It presents the complexity of public healthcare service, studies the reasons for digitalizing the internal communication channels that are part of public healthcare service backstage. Next, the thesis explores the processes that might support digital transformation of public healthcare services and assumes the challenges and opportunities for digitalization for stakeholders of public healthcare service. The master thesis is supported by a case that was a study project in Aalto University School of Business. The project was a joint effort of Aalto University students and professors, representatives of Fjord and Accenture, and the clients from the Finnish public sector. The case for this thesis presents the project in collaboration with HUS (the Hospital District of Helsinki and Uusimaa). Service design methodologies and tools were used as a framework for the thesis. The author tries to clarify how service design methodology and its tools are able to help in the digital transformation of public healthcare services and, especially, the backstage part of those services.

Description

Supervisor

Mattelmäki, Tuuli

Thesis advisor

Kurronen, Jarkko

Keywords

digitalization, healthcare, communication, backstage, service, trend, HUS, public

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https://urn.fi/URN:NBN:fi:aalto-201706135264

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[master] Taiteiden ja suunnittelun korkeakoulu / ARTS