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KMID : 0926620170220030118
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Korean Journal of Hospital Management
2017 Volume.22 No. 3 p.118 ~ p.132
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Developing Dental Service Guideline for Disabled Patients - Using Service Design Methods -
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Kim So-Yun
Paik Hye-Ran
Kim Young-Jae
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Abstract
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This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers` needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.
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KEYWORD
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Dental care for disabled, needs assessment, service design method, double diamond design process, consumer satisfaction
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