The document discusses service thinking for health services. It outlines three imperatives of service thinking: people, networks, and sustainability. For each imperative, it provides examples of how they have been applied in health services, including supporting individuals to manage their health, enabling better connections between patients and providers, and providing resources for providers like skills, tools, teams and collaboration.

1. Service thinking for
health services

2. Service Thinking
Contents
Product thinking
Service thinking - 3 imperatives
1.! Services for MS
2.! Access to General Practice
3.! Working with health teams
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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
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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
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5. Service Thinking
We need to think
about services
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6. Service Thinking
Three imperatives
People
Networks
Sustainability
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7. Service Thinking: People
Individuals
Treating
people as
individuals
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8. Service Thinking: Networks
Connections
Networks
with better
connections
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9. Service Thinking: Sustainability
Resources
Sustainable
use of
resources
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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
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11. Service Thinking: People
Individuals
Supporting
individuals to
manage their
health
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12. Service Thinking: People
Ealing Primary Care Trust: Services for people living with Multiple Sclerosis
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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”
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14. Service Thinking: People
Component: Referral to ‘your MS’ service
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15. Service Thinking: People
Component: Post diagnosis support
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16. Service Thinking: People
Component: An dedicated MS team
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17. Service Thinking: People
Component: Open access to services
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18. Service Thinking: People
Component: Informal telephone based advice
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19. Service Thinking: People
Component: Self monitoring, patient diaries and ongoing reviews
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20. Service Thinking: People
Component: Shared information on support services
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21. Service Thinking: People
Deliver: Blueprints for new long term neurological conditions service
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22. Service Thinking: Networks
Connections
Better connections
between patients &
providers
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23. Service Thinking: Networks
Luton Primary Care Trust Access to General Practice & Primary Care
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24. Service Thinking: Networks
Aware - One Service, different needs
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25. Service Thinking: Networks
Access - It’s all connected
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26. Service Thinking: Networks
Referrals - understanding the options
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27. Service Thinking: Networks
Transactional - getting what I need the way I need it
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28. Service Thinking: Networks
Relational - I can feel I’m being taken care of
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29. Service Thinking: Networks
Compiling themes, issues and needs
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30. Service Thinking: Sustainability
Resources
Resources for
providers - skills,
tools, teams &
collaboration
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31. Service Thinking: Sustainability
Activity: Create, share, develop and select ideas
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32. Service Thinking: Sustainability
Activity: Co-design with patients
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33. Service Thinking: Sustainability
Activity: Collaborative team approach
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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.
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35. Service Thinking: Sustainability
Activity: Gaining insight into patient needs
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36. Service Thinking: Sustainability
Activity: Creating and developing new ideas
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37. Service Thinking: Sustainability
Activity: Testing ideas through prototyping
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38. Service Thinking: Sustainability
Activity: Blueprinting for delivery
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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
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40. Service Thinking
Thank you
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41. Contact
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