CREATING VALUE PROPOSITION PRODUCT IN HEALTHCARE SERVICE SECTOR: FROM PATIENTS-DOCTORS EXPECTATION CASE : SAMITA PRIMARY HEALTH CLINIC
Healthcare leaders were facing pressure for performance that demanded departures from business as usual. On that day in Indonesia, patient and hospital staff were becoming more sensitive to the service cost and the qualities. To became success and survive on a competitive healthcare marketplace, it...
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| Format: | Theses |
| Language: | Indonesia |
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| Online Access: | https://digilib.itb.ac.id/gdl/view/35960 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Healthcare leaders were facing pressure for performance that demanded departures from business as usual. On that day in Indonesia, patient and hospital staff were becoming more sensitive to the service cost and the qualities. To became success and survive on a competitive healthcare marketplace, it was essential to give the consumers, a service that met or even exceeded their expectation , suggested the offer of a high level of service quality . Jumped into consideration for both opinions from the receipts and the providers, respectively, it required to understand the percept ions of both recipients and providers for establishing and evaluating the concept of service quality and made a new product of service. Samita primary health clinic was a small private healthcare facility that had operated for six months, as a growing clinic there were a bunch of problems that can be seen in our management especially in product development on how to meet patients' and doctors' expectation. This issue also could be found in other healthcare service sector.
The research design is a qualitative study. Previously, literature research was conducted on several theories so this study has a strong basis for accountability. Value proposition theory is the literature learned to solve the problems in this study and literature review was used to validate the findings. Then qualitative research is conducted , the data gathering used interview techniques and focus group discussions to validate the result data processing. With this combination of methods it is expected that the business issue can be resolved properly.
Service blueprint allowed us to sec the breakdowns in the clinic experience. And we found the backstage processes chaotic especially when setting up patient data in the medical record. and scheduling the next patient visit, after that the system is solely dependent on the working time of doctors. and No one actively engages with patient while they wait. The waiting time in addition to the service is an issue that is still prevalent in health care practices. and one component that could potentially cause dissatisfaction. where the wait for a long time cause dissatisfaction of the patient. A hospital ignore the waiting time in the totality of health care quality hospital services considered unprofessional and can lower patient satisfaction at the same time the patient's family. Based on data of a survey conducted Hasan Sadikin hospital related community satisfaction with services received. Some of the lowest points were the speed of service. discipline care workers service procedures and determining maintenance schedules.
The authors conducted .This research and concluded the expectations desired by patients and doctors were inefficient time, limitations in providing explanations and getting an explanation regarding the state of health, difficultly in follow up after treatment. As the final result, prototype has been made in the form of mobile application of integrated digital platform for healthcare service sector.
Conclusion: This research was combined with technology as a output, so that community can gain benefit from this product. Product design for healthcare technology is made using value proposition and consumer experience design methods that form the basis of this product.
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