KIDP, Seoul, 2012
Challenge Workshop 2012
Seoul National University Hospital (SNUH)
1-3 November 2012
workshop took place at the Seoul National University Hospital (SNU), one of
South Korea’s oldest and largest hospitals, and was organised by KIDP, the
government body that is active in all areas of design nationally and
South Korea’s medical excellence has meant that there is growing interest not only on how it can respond to its rapidly ageing population but also to serve as an Asian hub for the delivery of healthcare services.
The aim of this interdisciplinary workshop was to introduce young Korean designers to the emerging area of healthcare service design. It was held at SNU and was a collaboration of their customer services and clinical divisions.
The brief centred on different aspects of the patient journey from admission to discharge: emergency admission; an outpatient visit and the inpatient experience. The three teams responded to questions on: how the physical, information and service design elements of the patient experience can be improved; how SNU’s visitors and patients could feel more at ease in the hospital environment and how ‘pleasure’ can be introduced as a service quality.
After documenting the patient journey in different contexts with their disabled design partners and hospital staff, the teams came up with ideas that either enhanced the overall physical and information environment, added new elements to existing services or reconfigured and rationalised procedures through better service and information design.