サービスデザインの視点から見た情報ツール導入による関係性の変化　ー医療現場での糖尿病透析予防の事例から

抄録

The purpose of this paper is to consider the implications of introducing information tools into healthcare settings from a service design perspective. In doing so, the authors focused on relational change. The ‘simple tools + team + routine’ model (Shaw et al. 2018) introduced information tools into the healthcare domain with these three in mind and promoted more sustainable development. The authors investigated the implementation of information tools for the prevention of dialysis in diabetic patients in a medium-sized regional hospital over a period of more than 10 years. Throughout this research, we used ethnography, which is primarily based on participant observation and interviews, to examine the changing meanings of the relationships between healthcare professionals, patients and managers. The results revealed that each interpreted the meaning of the information tool differently and that by reflecting their intentions in the information tool, the information tool became an integral part of their medical practice, leading to changes in practice and tools in medical practice. The significance of this study is that it adds a perspective of relational change, which is often lacking in models of information tool implementation and deployment.