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Using Design Thinking Principles to Improve Outpatients' Experiences in Hospital Pharmacies: A Case Study of Two Hospitals in Asir Region, Saudi Arabia.

Dalia AlmaghaslahAbdulrhman S AlsayariSaleh Ali AlyahyaRana AlshehriKhawlah AlqadiSumiah Alasmari
Published in: Healthcare (Basel, Switzerland) (2021)
Introduction: Design thinking, an innovative problem-solving approach, has gained wide popularity in healthcare disciplines. The aim of this work is to improve outpatients' experiences in hospital pharmacies in two hospitals in Asir region, Saudi Arabia. Methods: The design thinking approach, adopted from Stanford University's D-School, was used in this study. Results: Several problems were identified: lack of comfortable environment in the pharmacies' waiting area, lack of a queue management system, and workflow inefficiencies related to ordering and supplies of medicines. A prototype was proposed to overcome these challenges. Discussion and Conclusion: The design thinking approach helped in identifying end-user (patients visiting outpatient pharmacies) values and desires and provided an understanding of their struggles. It also proposed tailored solutions that could improve patients' experiences while using the services of the outpatient pharmacies.
Keyphrases
  • healthcare
  • saudi arabia
  • mental health
  • end stage renal disease
  • newly diagnosed
  • ejection fraction
  • chronic kidney disease
  • peritoneal dialysis
  • primary care
  • emergency department
  • physical activity
  • health insurance