Development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor–patient relationship: application of treatment journey-based service blueprint
Abstract Background Effective communication and information delivery enhance doctor–patient relationships, improves adherence to treatment, reduces work burden, and supports decision-making. The study developed a head and neck cancer (HNC) communication platform to support effective delivery of info...
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| Format: | Article |
| Language: | English |
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BMC
2024-03-01
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| Series: | BMC Medical Informatics and Decision Making |
| Subjects: | |
| Online Access: | https://doi.org/10.1186/s12911-024-02477-4 |
| _version_ | 1797247214998781952 |
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| author | Yoo-Ri Koo Eun-Jeong Kim Inn-Chul Nam |
| author_facet | Yoo-Ri Koo Eun-Jeong Kim Inn-Chul Nam |
| author_sort | Yoo-Ri Koo |
| collection | DOAJ |
| description | Abstract Background Effective communication and information delivery enhance doctor–patient relationships, improves adherence to treatment, reduces work burden, and supports decision-making. The study developed a head and neck cancer (HNC) communication platform to support effective delivery of information about HNC treatment and improve the doctor-patient relationship. Methods This study was structured in three main phases: 1) The requirement elicitation phase sought an understanding of the HNC treatment journey and service failure points (FPs) obtained through patient/medical staff interviews and observations, along with a review of the electronic health record system; 2) The development phase involved core needs analysis, solutions development through a co-creation workshop, and validation of the solutions through focus groups; and 3) the proposed HNC communication platform was integrated with the current treatment system, and the flow and mechanism of the interacting services were structured using a service blueprint (SB). Results Twenty-two service FPs identified through interviews and observations were consolidated into four core needs, and solutions were proposed to address each need: an HNC treatment journey map, cancer survivor stories, operation consent redesign with surgical illustrations, and a non-verbal communication toolkit. The communication platform was designed through the SB in terms of the stage at which the solution was applied and the actions and interactions of the service providers. Conclusions The developed platform has practical significance, reflecting a tangible service improvement for both patients and medical staff, making it applicable in hospital settings. |
| first_indexed | 2024-04-24T19:55:09Z |
| format | Article |
| id | doaj.art-97c97af05583444f8b6652679f3dfadf |
| institution | Directory Open Access Journal |
| issn | 1472-6947 |
| language | English |
| last_indexed | 2024-04-24T19:55:09Z |
| publishDate | 2024-03-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Medical Informatics and Decision Making |
| spelling | doaj.art-97c97af05583444f8b6652679f3dfadf2024-03-24T12:22:46ZengBMCBMC Medical Informatics and Decision Making1472-69472024-03-0124112310.1186/s12911-024-02477-4Development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor–patient relationship: application of treatment journey-based service blueprintYoo-Ri Koo0Eun-Jeong Kim1Inn-Chul Nam2Department of Service Design, Graduate School of Industrial Arts, Hongik UniversityDepartment of Industry-Academic Cooperation Foundation, The Catholic University of KoreaDepartment of Otorhinolaryngology-Head and Neck Surgery, Incheon St. Mary’s Hospital, The Catholic University of KoreaAbstract Background Effective communication and information delivery enhance doctor–patient relationships, improves adherence to treatment, reduces work burden, and supports decision-making. The study developed a head and neck cancer (HNC) communication platform to support effective delivery of information about HNC treatment and improve the doctor-patient relationship. Methods This study was structured in three main phases: 1) The requirement elicitation phase sought an understanding of the HNC treatment journey and service failure points (FPs) obtained through patient/medical staff interviews and observations, along with a review of the electronic health record system; 2) The development phase involved core needs analysis, solutions development through a co-creation workshop, and validation of the solutions through focus groups; and 3) the proposed HNC communication platform was integrated with the current treatment system, and the flow and mechanism of the interacting services were structured using a service blueprint (SB). Results Twenty-two service FPs identified through interviews and observations were consolidated into four core needs, and solutions were proposed to address each need: an HNC treatment journey map, cancer survivor stories, operation consent redesign with surgical illustrations, and a non-verbal communication toolkit. The communication platform was designed through the SB in terms of the stage at which the solution was applied and the actions and interactions of the service providers. Conclusions The developed platform has practical significance, reflecting a tangible service improvement for both patients and medical staff, making it applicable in hospital settings.https://doi.org/10.1186/s12911-024-02477-4Health communicationHealth information systemsInformation servicesHealth information managementHead and neck cancer |
| spellingShingle | Yoo-Ri Koo Eun-Jeong Kim Inn-Chul Nam Development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor–patient relationship: application of treatment journey-based service blueprint BMC Medical Informatics and Decision Making Health communication Health information systems Information services Health information management Head and neck cancer |
| title | Development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor–patient relationship: application of treatment journey-based service blueprint |
| title_full | Development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor–patient relationship: application of treatment journey-based service blueprint |
| title_fullStr | Development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor–patient relationship: application of treatment journey-based service blueprint |
| title_full_unstemmed | Development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor–patient relationship: application of treatment journey-based service blueprint |
| title_short | Development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor–patient relationship: application of treatment journey-based service blueprint |
| title_sort | development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor patient relationship application of treatment journey based service blueprint |
| topic | Health communication Health information systems Information services Health information management Head and neck cancer |
| url | https://doi.org/10.1186/s12911-024-02477-4 |
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