Abstract: Background: To improve the delivery of paediatric
healthcare in low resource settings, Community Health Workers
(CHW) have been provided with a paper-based set of protocols
known as Community Case Management (CCM). Yet research has
shown that CHW adherence to CCM guidelines is poor, ultimately
impacting health service delivery. Digitising the CCM guidelines via
mobile technology is argued in extant literature to improve CHW
adherence. However, little research exist which outlines how (a) this
process can be digitised and (b) adherence could be improved as a
result. Aim: To explore how an electronic mobile version of CCM
(eCCM) can overcome issues associated with the paper-based CCM
protocol (inadequate adherence to guidelines) vis-à-vis service
blueprinting. This service blueprint will outline how (a) the CCM
process can be digitised using mobile Clinical Decision Support
Systems software to support clinical decision-making and (b)
adherence can be improved as a result. Method: Development of a
single service blueprint for a standalone application which visually
depicts the service processes (eCCM) when supporting the CHWs,
using an application known as Supporting LIFE (SL eCCM app) as
an exemplar. Results: A service blueprint is developed which
illustrates how the SL eCCM app can be utilised by CHWs to assist
with the delivery of healthcare services to children. Leveraging
smartphone technologies can (a) provide CHWs with just-in-time
data to assist with their decision making at the point-of-care and (b)
improve CHW adherence to CCM guidelines. Conclusions: The
development of the eCCM opens up opportunities for the CHWs to
leverage the inherent benefit of mobile devices to assist them with
health service delivery in rural settings. To ensure that benefits are
achieved, it is imperative to comprehend the functionality and form
of the eCCM service process. By creating such a service blueprint for
an eCCM approach, CHWs are provided with a clear picture
regarding the role of the eCCM solution, often resulting in buy-in
from the end-users.
Abstract: Due to the rise of aging population, effective utilization
of healthcare resources has become an important issue. With the
advance of ICT technology, the application of tele-healthcare service
has received more attention than ever. The main purpose of this
research is to investigate how to conduct innovative design for
tele-healthcare service based on user-s perspectives. First, the
healthcare service blueprint was used to describe the processes
of tele-healthcare service delivery, and then construct PZB service
quality gap model based on the literature and practitioners-
interviews. Next, TRIZ theory is applied to implement service
innovation. We found the proposed service innovation procedures can
effectively improve the quality of service design.