Abstract
The clinical infusion is an important service touch point between patients and medical staff in medical services, which directly affects the satisfaction of patients with medical treatment. It’s necessary to analyze the complex process by using the methods of service design such as the service blueprint and the experience journey, find out the potential problems, and put forward improvement measures. In this study, the different demands of patients and medical staff in the infusion process were analyzed through the service blueprint, and the key factors affecting the patient experience were obtained through the refinement of the experience of journey. Based on these analyses, the common demand of patients, medical staff and medical institutions was illustrated, which was automatic monitoring of infusion process. Furthermore, a product prototype was designed by using Internet of Things technology. The research results show that the clinical infusion monitoring system was verified to be effective, which not only reduced the work intensity of medical staff, but also improved the clinical treatment experience of patients.
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Acknowledgments
This work was supported by Doctoral startup fund and talent introduction fund project of Chongqing University of Posts and Telecommunications – Research on the cost and benefit distribution of big data productization (K2020-201) and Chongqing educational science planning project – Research on the talent training system of “social theme” in Colleges and Universities (2020-GX-284) and Research Center for network social development of Chongqing University of Posts and Telecommunications – Research on the cost of network big data production (2020SKJD06).
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Li, M., Chen, S., Luo, L., You, Y., Ma, C. (2022). Service Design of Clinical Infusion Monitoring System. In: Soares, M.M., Rosenzweig, E., Marcus, A. (eds) Design, User Experience, and Usability: Design for Emotion, Well-being and Health, Learning, and Culture. HCII 2022. Lecture Notes in Computer Science, vol 13322. Springer, Cham. https://doi.org/10.1007/978-3-031-05900-1_13
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