Abstract
Healthcare quality and patient satisfaction have drew increasing attention in recent years. For the success of healthcare industries, accurate assessment of healthcare service quality is important for understanding the constitution of the service delivery system so as to establish patient-friendly healthcare service and perform appropriate strategies for service quality management. However, previous studies only measured the service quality, and rarely proposed practical strategies for user centered healthcare service to improve patients’ experience. This study aims to utilize structural equation modeling (SEM) with integrating SERVQUAL and usability metrics to evaluate patient’s needs first, and then provides innovative services based on design thinking to improve the benefits of patients. A case study of Type 2 diabetes, a global public health crisis having various associated complications, is discussed in this research. For the service evaluation, we analyze the improved patients’ satisfaction and establish a simulation model to assess the queue time for empirical results comparison. With the assistance of domain experts in feasibility validation, this study not only contributes to the development of innovative healthcare service on quality enhancement, but also results better practice in service management for healthcare provider.