Research On Medical Service And Touchpoint Design Of Chong Qing Children’s Hospital Ophthalmology

The healthy growth of children has always been the focus of family and society.Children’s medical care and treatment are one of the most anxious and worrying things for children during their growth.With China’s deepening medical reforms,children’s medical public services have also made great progress.At the same time,with the development of technology,equipment update,medical technology and level improvement,under the basic premise that the hospital meets the needs of saving and saving people,the demand and expectation of convenience,smoothness and good experience are also improved.However,as far as the current status of children’s medical services is concerned,there are still many different dimensions and degrees of problems.For example,China’s children’s medical services are inefficient,monotonous and serious.Most parents think that taking children to see a doctor is a bad experience.Therefore,how to intervene in children’s medical services,how to practice service design thinking in children’s medical care,how to carry out design research around patient-centered concepts,how to improve,enhance and innovate medical experience with design,also become interdisciplinary Cross-domain research is worth discussing design issues.During the period of studying,the author conducted in-depth study on the theory of service design,taking the children’s hospital ophthalmic medical service as the design research and object,and using the service design thinking and method to carry out the child medical service design practice.Through a comprehensive analysis of the processes and nodes in the medical service,the overall research on the elements,relationships,and other factors involved in the medical information exchange is conducted to gain insight into the problems and pain points in all aspects of the process.At the same time,the study of the relevance of each contact point in the process is used as a solution to the problem,and the contact between the contact points in the medical service is not smooth,non-corresponding,missing contact points,poor contact point experience,etc.,through tangible and intangible contact.Improvements,additions or new design ideas to improve and enhance the smoothness and satisfaction of children’s eye care services and explore new possibilities for innovation.The first chapterpresents the background of the research,the existing domestic research and abroad status,research purposes and methods,nodus and innovations,and illustrates the importance and necessity of this research.The second chapter is a brief review of relevant theories based on literature research.It explains the basic concepts and research areas of medical services,service design and service contact points,and introduces excellent cases of medical services at home and abroad for thinking expansion and guidance interpretation.The third chapter conducts preliminary user research and analysis on children’s ophthalmology services through interviews,questionnaires,role-experience methods and multi-disciplinary collaboration methods,and determines the flow of children’s ophthalmology according to the distribution of the three major diseases of children’s ophthalmology.The nine key scenarios gradually clarify the problems encountered in the key scenarios of patients during hospital visits and summarize the needs of both doctors and patients.At the same time,around the relationship of contact points and problem insights in each scene,the design goals and principles are derived,and a more directional design direction and basis for design resolution is established.The fourth chapter explains and discusses the design of contact points in children’s ophthalmology service based on design goals and contact point design direction.The three design goals of “effective communication of information”,“respect and understanding” and “enhanced emotional experience” are used as clues to improve the accuracy of information transmission in the medical treatment process through the specific design of information,product and environment.Effectiveness,build a more efficient medical treatment process for hospitals,enhance more humanized communication and mutual understanding between doctors and patients,improve and enhance the overall experience of children and parents,doctors and nurses in the entire children’s ophthalmology service.The fifth chapter summarizes and forecasts the topic.