Discourse analysis of health providers’ experiences using service design

Abstract

Background: Municipal healthcare organizations are facing increasing challenges to developing more cost‐effective organizations and services, particularly in nursing homes. The background for this article is an attempt in this concern; implementing service design in a nursing home. Aim: The aim of the study is to explore nurses and nurse assistants' experiences using service design in a nursing home. Design: A qualitative design was applied. Method: Data were collected through focus group interviews with 17 nurses and nurse assistants in 2015. Thematic discourse analysis was conducted to analyse their discussed experiences. Results: The employees had positive attitudes towards incorporating a service design approach that focused on the patients' needs, which thus encouraged creative solutions and promoted employee involvement. The study shows that involving service designers and employees in the entire process, from planning to implementation of new and innovative solutions, requires closer collaboration between the service designers, managers, and employees to achieve the final goal. We consider that the results of this study will be of relevance to the future development of health care and nursing in nursing homes.