[Untact Visit Service Development Based on an Application Reflecting the Circumstances during COVID-19: Focusing on Utilization in the Pediatric Intensive Care Units].

PURPOSE: This study aimed to develop an untact visit service based on an application that can be utilized in the pediatric intensive care unit (PICU) during COVID-19. METHODS: This study adopted the double diamond process of service design comprising the discovery, defining, and development stages. RESULTS: We developed an untact visit service based on an application that considered the child's status, schedule, photo, and video messages, and so on. Moreover, we derived a service flow regarding the required roles and the type of flow shown between each stakeholder. CONCLUSION: Considering the ongoing pandemic, the untact visit service is designed to increase rapport and participation of parents, share the child's information in real-time, and provide one-stop service without increasing healthcare providers' work. It will be a useful visit service that can be applied and evaluated in various hospital settings and the PICU.

Development of Healthcare Service Design Concepts for NICU Parental Education.

The objective of this study was to develop healthcare service design concepts through an empirical study utilizing design thinking to improve the quality of caregiver education provided in the neonatal intensive care unit (NICU). This study adopted the Double Diamond Process of service design comprising the discover, define, and development stages. We identified 7 issues, organized into 10 healthcare service design concepts associated with NICU education: improving the design of educational material, improving materials for high-risk infant guidance, a practicum kit, a parent proficiency checklist, a systematic parent education manual, predictable guidelines for tests and treatment plans, waiting time that provides comfort, message cards that convey feelings, a reservation system for visits, and a post-discharge information sharing platform. The service concepts' effectiveness was verified through evaluations by healthcare experts. The results represent customers' perspectives and experiences regarding parental education. The application of the healthcare service design method could be further developed in future studies. The 10 service concepts derived from this study can be applied and evaluated as specific NICU educational programs.