A STUDY ON SERVICE DESIGN OF PHYSICAL THERAPY CENTERS FOR DIGITAL TRANSFORMATION
DS 136: Proceedings of the Asia Design and Innovation Conference (ADIC) 2024
Year: 2024
Editor: Yong Se Kim; Yutaka Nomaguchi; Chun-Hsien Chen; Xiangyang Xin; Linna Hu; Meng Wang
Author: Hung, Yu-Hsiu; Liang, Jia-Bao
Series: Other endorsed
Institution: National Cheng Kung University
Page(s): 274-282
Abstract
As healthcare demands evolve, public expectations for affordable, high-quality services have increased. Traditional service models rely on manual scheduling and paper records, leading to inefficient information flow, frequent interruptions, long patient waiting times, and poor experiences. Digital technology offers a solution to these challenges. This study focuses on the evolution of service models in Physical Therapy Centers (PTCs) through digital transformation, aiming to enhance scheduling systems, improve service efficiency, and increase patient satisfaction. Using field research, contextual inquiry, and participatory design, we observed appointment processes, mapped service flows using lean management to identify bottlenecks, and conducted interviews with staff (n=1) and therapists (n=5) regarding scheduling logic. A participatory workshop with 8 PTC staff explored strategies for a digital scheduling system, addressing workflow inefficiencies and proposing improvements. The new model features a digital scheduling system, enabling real-time information sharing and smart task allocation, reducing wait times and optimizing resource use. Results show that the new model resolves information flow issues and identifies process improvements from a lean perspective, achieving better outcomes for patients, staff, and departments while avoiding extra costs during digital transformation.
Keywords: Digital transformation, Physical Therapy Center, Service Design, Lean Management, Digital Technology