Cyclical experience-based design: A proposal for engaging stakeholders in a co-creative model for primary health care service design

Abstract

Healthcare services face difficulties in using structured methods for service design and having patient participation in such processes. There are few models on healthcare service design and even less focused on Primary Health Care (PHC) in the literature. Therefore, this paper contributes to this domain by presenting the proposal of a co-creative model to design PHC services. The proposed model was constructed based on the study of reference models in PHC and co-design. Plan-Do-Check-Act cycle and the Experience-Based Co-Design approach were used to structure the model. The resulting model contributes to (a) continuous improvement, (b) improvement analysis and registry, (c) identification and solution of PHC users' real needs, (d) community participation and empowerment, (e) creation of experience-focused and patient-centred services. The model's use of co-creation enables patients and PHC staff to understand each other's needs and challenges, and to create together appropriate solutions to their communities and act toward more satisfying services.

Keywords: Brazil; co-design; community engagement; experience design; health services; patient participation; primary health care.