Ben Reason Health Services

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Presentation at service design seminar at Norwegian Design Council from Ben Reason from live|work

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Ben Reason Health Services

  1. 1. Service thinking for health services
  2. 2. Service Thinking Contents Product thinking Service thinking - 3 imperatives 1.! Services for MS 2.! Access to General Practice 3.! Working with health teams CONFIDENTIAL Ben Reason ben@livework.co.uk 2 November 2008 live|work studio ltd www.livework.com
  3. 3. Service Thinking: Product thinking Product Thinking Product thinking | Henry Ford New solutions for empowerment and control created from new understanding of individual needs and motivations. Insight driven engagemen CONFIDENTIAL Ben Reason ben@livework.co.uk 3 November 2008 live|work studio ltd www.livework.com
  4. 4. Service Thinking: Product thinking Product Thinking in Healthcare Product thinking in healthcare | National Health Service New solutions for empowerment and control created from new understanding of individual needs and motivations. Insight driven engagemen CONFIDENTIAL Ben Reason ben@livework.co.uk 4 November 2008 live|work studio ltd www.livework.com
  5. 5. Service Thinking We need to think about services CONFIDENTIAL Ben Reason ben@livework.co.uk 5 November 2008 live|work studio ltd www.livework.com
  6. 6. Service Thinking Three imperatives People Networks Sustainability CONFIDENTIAL Ben Reason ben@livework.co.uk 6 November 2008 live|work studio ltd www.livework.com
  7. 7. Service Thinking: People Individuals Treating people as individuals CONFIDENTIAL Ben Reason ben@livework.co.uk 7 November 2008 live|work studio ltd www.livework.com
  8. 8. Service Thinking: Networks Connections Networks with better connections CONFIDENTIAL Ben Reason ben@livework.co.uk 8 November 2008 live|work studio ltd www.livework.com
  9. 9. Service Thinking: Sustainability Resources Sustainable use of resources CONFIDENTIAL Ben Reason ben@livework.co.uk 9 November 2008 live|work studio ltd www.livework.com
  10. 10. Service Thinking: Applied to healthcare Three imperatives applied People Supporting individuals to manage their health Networks Enabling better connections between patients & providers Sustainability Resources for providers - skills, tools, teams & collaboration CONFIDENTIAL Ben Reason ben@livework.co.uk 10 November 2008 live|work studio ltd www.livework.com
  11. 11. Service Thinking: People Individuals Supporting individuals to manage their health CONFIDENTIAL Ben Reason ben@livework.co.uk 11 November 2008 live|work studio ltd www.livework.com
  12. 12. Service Thinking: People Ealing Primary Care Trust: Services for people living with Multiple Sclerosis CONFIDENTIAL Ben Reason ben@livework.co.uk 12 November 2008 live|work studio ltd www.livework.com
  13. 13. Service Thinking: People Ealing Primary Care Trust: Services for people living with Multiple Sclerosis “I live with this 24/7 you see me once a week” CONFIDENTIAL Ben Reason ben@livework.co.uk 13 November 2008 live|work studio ltd www.livework.com
  14. 14. Service Thinking: People Component: Referral to ‘your MS’ service CONFIDENTIAL Ben Reason ben@livework.co.uk 14 November 2008 live|work studio ltd www.livework.com
  15. 15. Service Thinking: People Component: Post diagnosis support CONFIDENTIAL Ben Reason ben@livework.co.uk 15 November 2008 live|work studio ltd www.livework.com
  16. 16. Service Thinking: People Component: An dedicated MS team CONFIDENTIAL Ben Reason ben@livework.co.uk 16 November 2008 live|work studio ltd www.livework.com
  17. 17. Service Thinking: People Component: Open access to services CONFIDENTIAL Ben Reason ben@livework.co.uk 17 November 2008 live|work studio ltd www.livework.com
  18. 18. Service Thinking: People Component: Informal telephone based advice CONFIDENTIAL Ben Reason ben@livework.co.uk 18 November 2008 live|work studio ltd www.livework.com
  19. 19. Service Thinking: People Component: Self monitoring, patient diaries and ongoing reviews CONFIDENTIAL Ben Reason ben@livework.co.uk 19 November 2008 live|work studio ltd www.livework.com
  20. 20. Service Thinking: People Component: Shared information on support services CONFIDENTIAL Ben Reason ben@livework.co.uk 20 November 2008 live|work studio ltd www.livework.com
  21. 21. Service Thinking: People Deliver: Blueprints for new long term neurological conditions service CONFIDENTIAL Ben Reason ben@livework.co.uk 21 November 2008 live|work studio ltd www.livework.com
  22. 22. Service Thinking: Networks Connections Better connections between patients & providers CONFIDENTIAL Ben Reason ben@livework.co.uk 22 November 2008 live|work studio ltd www.livework.com
  23. 23. Service Thinking: Networks Luton Primary Care Trust Access to General Practice & Primary Care CONFIDENTIAL Ben Reason ben@livework.co.uk 23 November 2008 live|work studio ltd www.livework.com
  24. 24. Service Thinking: Networks Aware - One Service, different needs CONFIDENTIAL Ben Reason ben@livework.co.uk 24 November 2008 live|work studio ltd www.livework.com
  25. 25. Service Thinking: Networks Access - It’s all connected CONFIDENTIAL Ben Reason ben@livework.co.uk 25 November 2008 live|work studio ltd www.livework.com
  26. 26. Service Thinking: Networks Referrals - understanding the options CONFIDENTIAL Ben Reason ben@livework.co.uk 26 November 2008 live|work studio ltd www.livework.com
  27. 27. Service Thinking: Networks Transactional - getting what I need the way I need it CONFIDENTIAL Ben Reason ben@livework.co.uk 27 November 2008 live|work studio ltd www.livework.com
  28. 28. Service Thinking: Networks Relational - I can feel I’m being taken care of CONFIDENTIAL Ben Reason ben@livework.co.uk 28 November 2008 live|work studio ltd www.livework.com
  29. 29. Service Thinking: Networks Compiling themes, issues and needs CONFIDENTIAL Ben Reason ben@livework.co.uk 29 November 2008 live|work studio ltd www.livework.com
  30. 30. Service Thinking: Sustainability Resources Resources for providers - skills, tools, teams & collaboration CONFIDENTIAL Ben Reason ben@livework.co.uk 30 November 2008 live|work studio ltd www.livework.com
  31. 31. Service Thinking: Sustainability Activity: Create, share, develop and select ideas CONFIDENTIAL Ben Reason ben@livework.co.uk 31 November 2008 live|work studio ltd www.livework.com
  32. 32. Service Thinking: Sustainability Activity: Co-design with patients CONFIDENTIAL Ben Reason ben@livework.co.uk 32 November 2008 live|work studio ltd www.livework.com
  33. 33. Service Thinking: Sustainability Activity: Collaborative team approach CONFIDENTIAL Ben Reason ben@livework.co.uk 33 November 2008 live|work studio ltd www.livework.com
  34. 34. Service Thinking: Sustainability Service Design work process 1.!Insight 2. Ideas 3. Prototype 4. Delivery Develop ideas that respond Quick and effective testing Developing successful Insight into the issues and to the issues and of ideas at a small scale for opportunities through ideas into scalable opportunities identified. early learning and engagement and solutions. improvement observation. CONFIDENTIAL Ben Reason ben@livework.co.uk 34 November 2008 live|work studio ltd www.livework.com
  35. 35. Service Thinking: Sustainability Activity: Gaining insight into patient needs CONFIDENTIAL Ben Reason ben@livework.co.uk 35 November 2008 live|work studio ltd www.livework.com
  36. 36. Service Thinking: Sustainability Activity: Creating and developing new ideas CONFIDENTIAL Ben Reason ben@livework.co.uk 36 November 2008 live|work studio ltd www.livework.com
  37. 37. Service Thinking: Sustainability Activity: Testing ideas through prototyping CONFIDENTIAL Ben Reason ben@livework.co.uk 37 November 2008 live|work studio ltd www.livework.com
  38. 38. Service Thinking: Sustainability Activity: Blueprinting for delivery CONFIDENTIAL Ben Reason ben@livework.co.uk 38 November 2008 live|work studio ltd www.livework.com
  39. 39. Service Thinking: Applied to healthcare Three imperatives applied People New solutions for health equality, empowerment and choice created from new understanding of individual needs and motivations. Networks Improved patient journeys & pathways through experience based design. Innovation of new health ecologies that make new connections or integrate services in different ways. Sustainability Development of the capability of health providers to engage users, improve services and innovation new solutions through development of skills, tools, teams CONFIDENTIAL Ben Reason ben@livework.co.uk 39 & collaboration November 2008 live|work studio ltd www.livework.com
  40. 40. Service Thinking Thank you CONFIDENTIAL Ben Reason ben@livework.co.uk 40 November 2008 live|work studio ltd www.livework.com
  41. 41. Contact “I am quite sure that as a client of live| Ben Reason work we have been particularly challenging at times, but their professionalism and Director - Public & Sustainability belief in what is right for the customer always remains at the forefront of our work together. Livework Studio Limited The testament to their work is the extent to which our organisation is now using either 4th Floor their teams or their methodologies. In summary they are a great team of 118 Commercial Street talented people who deliver a fabulous service and I would recommend them London highly.” E1 6NF Jo Howard Director of Product and Marketing Experian Business Information ben@livework.co.uk Studio: 020 7377 9620 CONFIDENTIAL Ben Reason ben@livework.co.uk 41 November 2008 live|work studio ltd www.livework.com

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