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Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
Service thinking for health services
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Service thinking for health services

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Ben Reason

Ben Reason

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  • 1. Service thinking forhealth services
  • 2. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 2Service ThinkingContentsProduct thinkingService thinking - 3 imperatives1.! Services for MS2.! Access to General Practice3.! Working with health teams
  • 3. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 3Service Thinking: Product thinkingProduct ThinkingProduct thinking | Henry FordNew solutions for empowerment and control createdfrom new understanding of individual needs andmotivations. Insight driven engagemen
  • 4. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 4Service Thinking: Product thinkingProduct Thinking in HealthcareProduct thinking in healthcare | National Health ServiceNew solutions for empowerment and control created from newunderstanding of individual needs and motivations. Insightdriven engagemen
  • 5. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 5Service ThinkingWe need to thinkabout services
  • 6. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 6Service ThinkingThree imperativesPeopleNetworksSustainability
  • 7. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 7Service Thinking: PeopleIndividualsTreatingpeople asindividuals
  • 8. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 8Service Thinking: NetworksConnectionsNetworkswith betterconnections
  • 9. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 9Service Thinking: SustainabilityResourcesSustainableuse ofresources
  • 10. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 10Service Thinking: Applied to healthcareThree imperatives appliedPeopleSupporting individuals to manage their healthNetworksEnabling better connections between patients & providersSustainabilityResources for providers - skills, tools, teams & collaboration
  • 11. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 11Service Thinking: PeopleIndividualsSupportingindividuals tomanage theirhealth
  • 12. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 12Service Thinking: PeopleEaling Primary Care Trust: Services for people living with Multiple Sclerosis
  • 13. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 13Service Thinking: PeopleEaling Primary Care Trust: Services for people living with Multiple Sclerosis“I live with this 24/7 yousee me once a week”
  • 14. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 14Service Thinking: PeopleComponent: Referral to ‘your MS’ service
  • 15. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 15Service Thinking: PeopleComponent: Post diagnosis support
  • 16. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 16Service Thinking: PeopleComponent: An dedicated MS team
  • 17. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 17Service Thinking: PeopleComponent: Open access to services
  • 18. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 18Service Thinking: PeopleComponent: Informal telephone based advice
  • 19. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 19Service Thinking: PeopleComponent: Self monitoring, patient diaries and ongoing reviews
  • 20. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 20Service Thinking: PeopleComponent: Shared information on support services
  • 21. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 21Service Thinking: PeopleDeliver: Blueprints for new long term neurological conditions service
  • 22. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 22Service Thinking: NetworksConnectionsBetter connectionsbetween patients &providers
  • 23. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 23Service Thinking: NetworksLuton Primary Care Trust Access to General Practice & Primary Care
  • 24. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 24Service Thinking: NetworksAware - One Service, different needs
  • 25. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 25Service Thinking: NetworksAccess - It’s all connected
  • 26. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 26Service Thinking: NetworksReferrals - understanding the options
  • 27. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 27Service Thinking: NetworksTransactional - getting what I need the way I need it
  • 28. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 28Service Thinking: NetworksRelational - I can feel I’m being taken care of
  • 29. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 29Service Thinking: NetworksCompiling themes, issues and needs
  • 30. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 30Service Thinking: SustainabilityResourcesResources forproviders - skills,tools, teams &collaboration
  • 31. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 31Service Thinking: SustainabilityActivity: Create, share, develop and select ideas
  • 32. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 32Service Thinking: SustainabilityActivity: Co-design with patients
  • 33. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 33Service Thinking: SustainabilityActivity: Collaborative team approach
  • 34. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 34ben@livework.co.uk 34Service Thinking: SustainabilityService Design work process1.!InsightInsight into the issues andopportunities throughengagement andobservation.2. IdeasDevelop ideas that respondto the issues andopportunities identified.3. PrototypeQuick and effective testingof ideas at a small scale forearly learning andimprovement4. DeliveryDeveloping successfulideas into scalablesolutions.
  • 35. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 35Service Thinking: SustainabilityActivity: Gaining insight into patient needs
  • 36. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 36Service Thinking: SustainabilityActivity: Creating and developing new ideas
  • 37. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 37Service Thinking: SustainabilityActivity: Testing ideas through prototyping
  • 38. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 38Service Thinking: SustainabilityActivity: Blueprinting for delivery
  • 39. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 39Service Thinking: Applied to healthcareThree imperatives appliedPeopleNew solutions for health equality, empowerment and choice created from newunderstanding of individual needs and motivations.NetworksImproved patient journeys & pathways through experience based design.Innovation of new health ecologies that make new connections or integrateservices in different ways.SustainabilityDevelopment of the capability of health providers to engage users, improveservices and innovation new solutions through development of skills, tools, teams& collaboration
  • 40. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 40Service ThinkingThank you
  • 41. Ben Reasonlive|work studio ltdwww.livework.comCONFIDENTIALNovember 2008ben@livework.co.uk 41Contact“I am quite sure that as a client of live|work we have been particularly challengingat times, but their professionalism andbelief in what is right for the customeralways remains at the forefront of our worktogether.The testament to their work is the extent towhich our organisation is now using eithertheir teams or their methodologies.In summary they are a great team oftalented people who deliver a fabulousservice and I would recommend themhighly.”Jo HowardDirector of Product and MarketingExperian Business InformationBen ReasonDirector - Public & SustainabilityLivework Studio Limited4th Floor118 Commercial StreetLondonE1 6NFben@livework.co.ukStudio: 020 7377 9620

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