Service Design for Resilient Healthcare Systems: Lessons from the COVID-19 Pandemic
Rupavatiya, Priyaben (2025)
Rupavatiya, Priyaben
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202504106165
https://urn.fi/URN:NBN:fi:amk-202504106165
Tiivistelmä
The objective of this study is to investigate the role of service design in strengthening healthcare resilience by examining the experiences of nurses and laboratory technicians during the pandemic. The research aims to provide valuable insights for policymakers, healthcare administrators, and service design professionals to enhance preparedness for future health crises.
The development task focuses on analysing the challenges faced by nurses and lab technicians, particularly in operational, technical, and logistical aspects. The theoretical framework is based on resilience theory, service design principles, and public health system management, offering a comprehensive understanding of healthcare system dynamics during crises.
The study employs a mixed-methods approach, integrating document analysis and surveybased data collection. Surveys were conducted via Google Forms with key stakeholders, including nurses, caretakers, and laboratory technicians, while publicly available data were systematically reviewed. Data analysis was performed using tools like Microsoft Excel to derive meaningful insights into healthcare system performance during the pandemic.
Key findings indicate that while digital healthcare solutions and adaptive service models enhanced resilience, significant challenges such as workforce shortages, supply chain disruptions, and fragmented communication structures impeded efficiency. The study highlights the necessity of proactive service design strategies, including structured crisis communication, enhanced workforce training, and the seamless integration of digital health solutions.
The analysis concludes that future healthcare preparedness should prioritize interdepartmental coordination, equitable resource distribution, and adaptive healthcare models to effectively respond to unforeseen crises. Strategic recommendations emphasize the need for integrated healthcare systems, workforce well-being support, and readily available resources such as personal protective equipment (PPE).
This study contributes to the growing discourse on healthcare resilience by offering actionable insights into how service design can facilitate efficient, patient-centered healthcare delivery during crises. Future research should explore the long-term impact of service design interventions and their role in shaping sustainable healthcare frameworks.
The development task focuses on analysing the challenges faced by nurses and lab technicians, particularly in operational, technical, and logistical aspects. The theoretical framework is based on resilience theory, service design principles, and public health system management, offering a comprehensive understanding of healthcare system dynamics during crises.
The study employs a mixed-methods approach, integrating document analysis and surveybased data collection. Surveys were conducted via Google Forms with key stakeholders, including nurses, caretakers, and laboratory technicians, while publicly available data were systematically reviewed. Data analysis was performed using tools like Microsoft Excel to derive meaningful insights into healthcare system performance during the pandemic.
Key findings indicate that while digital healthcare solutions and adaptive service models enhanced resilience, significant challenges such as workforce shortages, supply chain disruptions, and fragmented communication structures impeded efficiency. The study highlights the necessity of proactive service design strategies, including structured crisis communication, enhanced workforce training, and the seamless integration of digital health solutions.
The analysis concludes that future healthcare preparedness should prioritize interdepartmental coordination, equitable resource distribution, and adaptive healthcare models to effectively respond to unforeseen crises. Strategic recommendations emphasize the need for integrated healthcare systems, workforce well-being support, and readily available resources such as personal protective equipment (PPE).
This study contributes to the growing discourse on healthcare resilience by offering actionable insights into how service design can facilitate efficient, patient-centered healthcare delivery during crises. Future research should explore the long-term impact of service design interventions and their role in shaping sustainable healthcare frameworks.