This case study covers the implementation of a live prototype aimed at addressing the issue of overcrowding at the emergency department (ED) of the Santa Maria Nuova Hospital (ASMN) in Reggio Emilia (Italy). It was facilitated by a team of service designers and management engineers from the University of Modena and Reggio Emilia (UNIMORE), and a working group of 15 professionals composed of doctors, nurses and auxiliaries. The live prototype involved the 150+ staff of the emergency department and over 3,750 patients over a period of 34 days. The end result of the service was a smoother patient flow that reduced waiting time by 38%, and had a patient satisfaction rating of 94% increased staff-patient communication. The service also carried negative effects on how doctor’s viewed their professional identity, and caused stress due to uncontrollable noise limits.

Designing the Future, Engineering Reality: Prototyping in the Emergency Department / Starnino, Antonio; Dosi, Clio; Vignoli, Matteo. - 125:(2016), pp. 574-579. ((Intervento presentato al convegno ServDes.2016: Service Design Geographies tenutosi a Copenhagen nel 24-26 May, 2016.

Designing the Future, Engineering Reality: Prototyping in the Emergency Department

Starnino, Antonio
Writing – Original Draft Preparation
;
Clio Dosi
Writing – Review & Editing
;
Matteo Vignoli
Writing – Review & Editing
2016

Abstract

This case study covers the implementation of a live prototype aimed at addressing the issue of overcrowding at the emergency department (ED) of the Santa Maria Nuova Hospital (ASMN) in Reggio Emilia (Italy). It was facilitated by a team of service designers and management engineers from the University of Modena and Reggio Emilia (UNIMORE), and a working group of 15 professionals composed of doctors, nurses and auxiliaries. The live prototype involved the 150+ staff of the emergency department and over 3,750 patients over a period of 34 days. The end result of the service was a smoother patient flow that reduced waiting time by 38%, and had a patient satisfaction rating of 94% increased staff-patient communication. The service also carried negative effects on how doctor’s viewed their professional identity, and caused stress due to uncontrollable noise limits.
17-mag-2016
ServDes.2016: Service Design Geographies
Copenhagen
24-26 May, 2016
125
574
579
Starnino, Antonio; Dosi, Clio; Vignoli, Matteo
Designing the Future, Engineering Reality: Prototyping in the Emergency Department / Starnino, Antonio; Dosi, Clio; Vignoli, Matteo. - 125:(2016), pp. 574-579. ((Intervento presentato al convegno ServDes.2016: Service Design Geographies tenutosi a Copenhagen nel 24-26 May, 2016.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11380/1169020
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