What this publication covers
Reports on exploratory research in a hospital to understand users' expectations and needs regarding care. Applying ten service design tools revealed insecurity and anxiety among older patients, pointing to the need to combine information with emotional support when improving the service.
How this reference can help
Use as a theoretical foundation for discussing methodological choices and research quality.
Curated by Ricardo Martins
View the original abstract 🇧🇷 🇵🇹
This study was based on Zilda Arns Elderly Hospital (HIZA), which is located in Curitiba, Brazil. It was aimed to define the expectations and needs of its users concerning the healthcare customer service. For the research process, ten Service Design tools were applied to hospital patients. The results defined requirements to orientate the conception of the new service. The analysis of collected data revealed that users are v ery insecure about the hospital’s customer attention, which leads to anxiety towards HIZA’s healthcare service as a whole. Therefore, the proposed solution has to minimize these feelings through information and emotional engagement. As a result, this resea rch identified improvement points on the hospital’s customer service as well as common behaviors of elderly users regarding hospital service.