p-ISSN: 2723-6609 e-ISSN: 2745-5254

Vol. 5, No. 11 November 2024 http://jist.publikasiindonesia.id/

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 11, November 2024 5382

Implementation of Design Thinking Method in Pediatric

Specialist Clinic Service Innovation: Case Study of SPC

Pediatric Clinic

Ahmad Ridwan

, Mohammad Isa Irawan

Sekolah Interdisiplin Manajemen Dan Teknologi Institut Teknologi Sepuluh Nopember,

Surabaya, Indonesia

1,2

Email:

sapadokte[email protected]

*Correspondence

ABSTRACT

Keywords:

Design Thinking; Patient

Satisfaction; Pediatric

Clinic; Service Quality

This research aims to evaluate the implementation of the Design

Thinking method in service innovation at SPC Pediatric Clinic.

This method is applied to improve service quality and efficiency

through five stages: Empathize, Define, Ideate, Prototype, and

Test. Data were collected through interviews, observation,

documentation, and questionnaires, then analysed using the Miles

and Huberman model. The results showed that innovations such

as online registration, home care services, health education,

service specialisation, and partnerships with schools successfully

improved patient satisfaction. Technical, coordination, and

adaptation constraints were also identified but were overcome

with gradual improvements. The overall implementation of these

innovations had a positive impact on patient comfort and trust.

Introduction

Health is an important asset for one's future that is influential from childhood

(Maulidiyanti et al., 2022). Child health includes physical, mental and spiritual conditions

as well as social health (Wahyuni, 2022). Good health conditions can encourage good

development and growth of children. Maintaining children's health from an early age is

very important because it is a period in the development of the child's body as a whole

(Maulidiyanti et al., 2022).

The level of health, especially in children, is influenced over time during the

development period so that it will produce a certain level of health (BPS, 2023). Healthy

children today are the capital to form quality human resources in the future (Maulidiyanti

et al., 2022). Therefore, focusing attention on child health is an investment for a country

to reduce the consequences of losses due to low-quality human resources in the future

(BPS, 2023).

Nowadays, child health services are experiencing competition due to the influence

of globalisation, which is now a trend Alfarizi and Zalika (2023). This has influenced

many organisations, including child health services, to innovate when providing services.

Service reform in the child health sector has now become a necessity to facilitate, reduce,

and make affordable and equitable provision of health services for children (Riva, 2021).

Implementation of Design Thinking Method in Pediatric Specialist Clinic Service Innovation:

Case Study of SPC Pediatric Clinic

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Renewal is important for public services to provide the latest innovations that can

improve the quality of their services (Riva, 2021). Until now, the importance of a

breakthrough to create services that have quality in the health sector without excluding

basic health services at the SPC Pediatric Clinic is increasingly apparent (Alfarizi &

Zalika, 2023).

SPC Pediatric Clinic is one of the many health facilities that focus on serving

children's health. SPC Pediatric Clinic provides specialised pediatric services in Medan

City with professional paediatricians who are experienced in helping treat children's

health problems. Every parent can use the pediatric healthcare facilities at SPC clinic to

ensure the growth and development of their children at SPC pediatric clinic.

Judging from the research of Altman et al. (2018), innovation in pediatric health

services at the SPC pediatric clinic can be carried out using the design thinking method.

This innovation method is a way of design that has a fulcrum in finding solutions to

describe complex problems that cannot be clearly defined or for which the best solution

is unknown. It uses a way to understand related human needs, realising many ideas during

brainstorming sessions and carrying out a direct approach through prototype creation and

direct testing.

Research by Yulius and Pratama (2021) conducted a study on the impact of using

the Design Thinking Method in Designing Health Promotion Media based on visual

communication design science, with the result that by understanding the design thinking

method, health promotion media designers can better understand the characteristics and

process of making health promotion media that has quality, is innovative, objective, and

accepted by the target audience.

Through the implementation of this study, researchers intend to find out the results

of the design thinking method applied to pediatric health facilities, namely the SPC

pediatric clinic. Armed with several previous studies, the researcher seeks to find facts

about whether the design thinking method can provide changes and improvements that

lead to the innovation of pediatric specialist clinic services at the SPC pediatric clinic.

Based on the explanation described above, the title of the research topic proposed

by the researcher is "Implementation of the Design Thinking Method in Pediatric

Specialist Clinic Service Innovation: Case Study of SPC Pediatric Clinic".

Method

Some of the stages that will be carried out in this proposed research are:

Study Literature

This stage involves studying relevant literature to gain a deeper understanding of

the concept of implementing design thinking methods, service innovation, and patient

satisfaction. This literature study was conducted using books, journals, theses, or articles

on the Internet.

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Concept Design Initial

Analysing the implementation of the design thinking method in service innovation

at the SPC Pediatric Clinic, a clinic that provides health services for children. The concept

built at the beginning describes the implementation of the design thinking method in

service innovation at the SPC Pediatric Clinic.

User Requirement Analysis

At this stage, the required data was collected through four techniques: interviews,

observation, documentation and questionnaires. Structured interviews were conducted

with pre-prepared questions for informants, namely clinic managers and patient parents.

Observations were conducted individually at the research site to observe the

implementation of the design thinking method in pediatric clinic service innovation. The

documentation technique involved literature review from relevant sources such as books,

journals, and previous research. Finally, a Likert-scale questionnaire was administered to

clinic management and consumers to measure the level of implementation of design

thinking in SPC pediatric clinic service innovation. These four techniques aim to provide

an overview of clinic service innovations produced through the design thinking method.

Concept Validation with Users

Validating service innovations provided by SPC Pediatric Clinic to its patients by

gathering information from parents of patients who have used service innovations

obtained from the implementation of the design thinking model. This stage will be carried

out through interviews and questionnaires to parents of patients with the orientation of

obtaining information about patient satisfaction. At this stage, categorisation of

information obtained from conducting interviews is also carried out with the aim of

reducing the burden at the next stage.

Processing and Analysis

After the data collection stage, the data were processed and analysed to understand

the implementation of the design thinking method in service innovation at SPC Pediatric

Clinic. The analysis technique used refers to the Miles and Huberman (1992) model,

which includes data reduction, data presentation, and conclusion drawing. Data reduction

filters information to make it more focused, data presentation displays information

systematically to facilitate concluding, and conclusions are drawn as the final result of

the analysis. The data were then tested for credibility through source triangulation, which

is a cross-check between the results of observations, interviews, and questionnaires, to

ensure the quality of the implementation of the design thinking method in clinical service

innovation.

Implementation of Innovation Evaluation Service

This stage will be filled with evaluation activities from the implementation of

service innovation through the design thinking method carried out by the SPC Clinic. The

evaluation is carried out in order to obtain an overview of the effectiveness of service

innovations carried out by the SPC Pediatric Clinic through the design thinking method.

Interpretation Results

Implementation of Design Thinking Method in Pediatric Specialist Clinic Service Innovation:

Case Study of SPC Pediatric Clinic

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This stage will analyse and interpret the research results to draw relevant

conclusions regarding the implementation of the design thinking method in the innovation

of pediatric specialist clinic services at the SPC Pediatric Clinic.

Results and Discussion

Innovations in Pediatric Specialty Clinic Services at the Pediatric Clinic SPC

Innovation in the healthcare sector is carried out to provide better health services.

These innovations must be sustainable so that they can make the latest breakthroughs

related to health services and are expected to adapt to the times and culture of the

community. Health service program innovations can provide and produce much better

service updates.

Some of the innovations made by the Pediatric Specialty Clinic at the SPC

Pediatric Clinic in the health services provided include:

a. the use of an online registration service system that aims to facilitate the registration

process.

"Innovation in the Online Registration System aims to facilitate the registration and

consultation process without having to come directly to the clinic, especially for parents who have

limited time or location."

This innovation benefits parents by reducing waiting time in queues. The clinic also

benefits from increased accessibility of health services.

b. offers homecare services for immunisation and baby massage. This innovation is

beneficial for parents and children who are more comfortable in undergoing

personalised care. In addition, this service also reduces the potential for children to

be exposed to infectious diseases at the clinic.

"Homecare Service for Immunization and Baby Massage. Aims to provide home health

services for children who need immunisation and baby massage. The benefits Reduce the discomfort

of children and parents, provide more personalised and comfortable care, and reduce the risk of

disease transmission in the clinic."

c. Health Education Program for parents, in the form of seminars, online materials or

workshops containing material on child care, nutrition and child development.

"The Health Education Program for Parents aims to provide health education

through seminars, workshops, and online materials on child care, nutrition, and child

development...."

This program benefits first-time parents in improving their knowledge and skills in

caring for their children, preventing illness and supporting optimal child

development.

d. The more specialised services offered by SPC Pediatric Clinic are one innovation

made in improving the clinic's competitiveness. The service aims to provide

specialised services based on the specific needs and interests of patients in growth

and immunisation.

e. provides a partnership program with schools that aim to improve access to health.

This is done by conducting routine check-ups and health education in schools.

Schools that partner with SPC Pediatric Clinic detect health problems in

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schoolchildren early on and increase awareness of the importance of health among

students and teachers. The clinic obtains benefits from good relationships with

partnering schools.

Service innovation at SPC Pediatric Clinic refers to several key innovation

principles. Relative advantage is seen in the ease of access and efficiency of the online

registration process and the convenience and flexibility of homecare services. Health

education programs provide accessible and interactive information for parents, while

speciality services and partnership programs expand access and improve the quality of

care. Compatibility was also considered, where innovations aligned with previous

services, thereby improving the quality of care. Although these innovations add

complexity to operations, the resulting benefits in efficiency and patient satisfaction are

worth it. Triability allowed patients to follow the innovation's procedures easily, as

evidenced by the increase in registrations and positive feedback. Lastly, observability is

evident from the significant perceived benefits in efficiency, service quality, and patient

satisfaction, which continue to be supported with adjustments and improvements by the

clinic.

Implementation of Design Thinking Method in Pediatric Specialist Clinic Service

Innovation at SPC Pediatric Clinic

The implementation of the Design Thinking method in innovating pediatric

specialist clinic services at the SPC Pediatric Clinic is carried out in several stages. The

stages in the design thinking method are Empathize, Define, Ideate, Prototype, and Test.

a. Problems at the empathise stage are the reason for innovating at the SPC Pediatric

Clinic.

b. This stage in the design thinking method is the define stage, which is where users

identify their actual problems.

c. In the next stage, ideate is the stage of collecting ideas for the problems found in

the next stage.

d. The prototype stage in implementing service innovations at SPC Pediatric Clinic is

carried out after the development and testing of innovative solutions at the ideate

stage.

e. At the test stage, the implementation of service innovations at the SPC Pediatric

Clinic has been running as desired and expected, although there are still obstacles

in its implementation. These constraints are technical constraints, patient awareness

and adaptation, logistics and schedules, operational costs, safety and health

protocols, content accessibility, content quality and relevance, parent participation,

staff training, scheduling service flow, limited resources, team recruitment,

coordination with schools, logistical constraints and communication and

socialisation.

The implementation of service innovation at the SPC Pediatric Clinic has proven

its success. This success is seen from the results of a survey conducted by giving

Implementation of Design Thinking Method in Pediatric Specialist Clinic Service Innovation:

Case Study of SPC Pediatric Clinic

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questionnaires to patients related to patient satisfaction adjusted to satisfaction indicators.

The satisfaction indicators are tangible, responsiveness, assurance, empathy, and

reliability. Further explanation of the survey results is explained below:

1. Physical evidence (tangible)

The survey results show that the facilities and infrastructure provided by the SPC

Pediatric Clinic are complete. Evidenced by the following survey results:

Table 1. Results of the Complete Facilities Questionnaire

Physical Evidence (Tangible)

Answer

Percentage

Strongly Agree

Agree

45%

Neutral

42,5%

Disagree

7,5%

Strongly Disagree

Source: Data processed, 2024

Table 2. Completed Infrastructure Questionnaire Results

Physical Evidence (Tangible)

Answer

Percentage

Strongly Agree

12,5%

Agree

37,5%

Neutral

42,5%

Disagree

7,5%

Strongly Disagree

Source: Data processed, 2024

The questionnaire results showed that the majority of patients agreed that the

facilities at the SPC Pediatric Clinic were complete. The interviews also reflected

parents' satisfaction with service innovations, especially physical aspects such as

modern design, cleanliness, warm environment, and professionalism of the

facilities. The medical team and staff were also praised for their neat appearance,

appropriate uniforms, and modern medical equipment, giving a professional and

trustworthy impression.

2. Responsiveness

The responsiveness provided by the SPC Pediatric Clinic during health

services is in accordance with the SOP and fast. The survey results can be seen in

the following table:

Table 3. Rapid Response Questionnaire Results

Responsiveness

Answer

Percentage

Strongly Agree

30%

Agree

47,5%

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Neutral

17,5%

Disagree

Strongly Disagree

Source: Data processed, 2024

Table 4. Results of the Responsiveness Questionnaire in accordance with SOPs

Responsiveness

Answer

Percentage

Strongly Agree

35%

Agree

50%

Neutral

12,5%

Disagree

2,5%

Strongly Disagree

Source: Data processed, 2024

Based on the survey results, the majority of patients agreed that SPC Pediatric

Clinic's responsiveness was fast and in accordance with SOPs. Parents were

impressed with the responsiveness of health workers in services such as online

registration, homecare, or in-clinic consultations. They appreciated the friendliness,

professionalism, and efficiency of the services, which provided a sense of comfort

and confidence in the best care for their children.

3. Assurance

The guarantee provided by the SPC Pediatric Clinic is in the form of qualified

health workers and appropriate health worker backgrounds. The following survey

results evidence this:

Table 5. Results of the Qualified Health Worker Assurance Questionnaire

Assurance

Answer

Percentage

Strongly Agree

42,5%

Agree

47,5%

Neutral

10%

Disagree

Strongly Disagree

Source: Data processed, 2024

Table 6. Results of the Questionnaire on Appropriate Health

Worker Background Assurance

Assurance

Answer

Percentage

Implementation of Design Thinking Method in Pediatric Specialist Clinic Service Innovation:

Case Study of SPC Pediatric Clinic

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Strongly Agree

47,5%

Agree

42,5%

Neutral

12,5%

Disagree

Strongly Disagree

Source: Data processed, 2024

Surveys show that the majority of patients agree that the SPC Pediatric Clinic

has qualified medical personnel with appropriate backgrounds. Interviews with

patients' parents also corroborated this; they rated the medical personnel as highly

competent, well-trained and experienced in dealing with various pediatric health

issues, both in homecare and specialist services.

4. Empathy

The empathy felt by patients and parents is a measure of satisfaction with

service innovation at the SPC Pediatric Clinic. They feel patient and friendly

attitudes from health workers, as evidenced by the following survey results:

Table 7. Results of the Health Worker Patient Attitude Questionnaire

Empathy

Answer

Percentage

Strongly Agree

35%

Agree

37,5%

Neutral

25%

Disagree

2,5%

Strongly Disagree

Source: Data processed, 2024

Table 8. Results of the Health Worker-Friendly Attitude Questionnaire

Empathy

Answer

Percentage

Strongly Agree

37,5%

Agree

35%

Neutral

17,5%

Disagree

10%

Strongly Disagree

Source: Data processed, 2024

Based on survey results, the majority of patients strongly agreed that health

workers at SPC Pediatric Clinic are friendly and patient. Interviews with patients'

parents corroborated this; they rated the health workers as empathetic, caring and

patient, both in the clinic and homecare services, so that the child felt calm and

comfortable.

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5. Reliability

The SPC Pediatric Clinic was found to have simple service procedures and

meticulous health workers, as evidenced by the following survey results:

Table 9. Service Procedure Questionnaire Results

Reliability

Answer

Percentage

Strongly Agree

45%

Agree

40%

Neutral

12,5%

Disagree

2,5%

Strongly Disagree

Source: Data processed, 2024

Table 10. Health worker examination questionnaire results

Reliability

Answer

Percentage

Strongly Agree

52,5%

Agree

30%

Neutral

15%

Disagree

2,5%

Strongly Disagree

Source: Data processed, 2024

Survey results show that the majority of patients agree that procedures at SPC

Pediatric Clinic are easy and that the health workers perform examinations

thoroughly. Interviews with patients' parents reinforced this; they rated the health

workers as very knowledgeable, informed, and up-to-date with the latest medical

developments, and they were able to explain procedures and answer questions in

depth.

Discussion

Innovation Analysis of Pediatric Specialty Clinic Services at Children's Clinic S PC

Innovation is basically related to the element of novelty and the use of information

technology in groups and organisations (Solong & Muliadi, 2021). Innovation has a

definition not limited to building and reforming but can also be interpreted broadly,

utilising new ideas and realising products, processes, and services (Puspitasari & Pratiwi,

2021). Innovation in the healthcare sector is providing services and practising better

health (Nurkhalisa et al., 2021). Innovation needs to be sustainable which makes

breakthroughs related to health services can change according to the needs and

development of the community (Solong & Muliadi, 2021). Health service program

innovations can provide and produce much better service updates.

Implementation of Design Thinking Method in Pediatric Specialist Clinic Service Innovation:

Case Study of SPC Pediatric Clinic

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SPC Pediatric Clinic has made innovations in using information technology to

provide health services for patients. These innovations include:

a. Use of an internet-based registration system (Online)

SPC Pediatric Clinic adopted an online registration system to make it easier for

patients to register and consult without having to come in person. The system helps

parents save time and provides flexibility, while the clinic benefits from increased

flexibility of healthcare services.

b. Home Care service for immunisation and baby massage

SPC Pediatric Clinic provides home care services for immunisations and baby

massage, allowing children to receive treatment at home in a more comfortable and

personalised manner. These services also help prevent disease transmission at the clinic

and make it easier for time-constrained parents to get healthcare for their children.

c. Health Education Program for Parents

SPC Pediatric Clinic presents health education programs for parents through

seminars, workshops, and online materials on child care, nutrition, and development. The

program aims to improve parents' knowledge and skills, support children's optimal health

and development, and assist new parents in caring for their children.

d. More realised services

SPC Pediatric Clinic offers more specialised services with the aim of providing

specialty services such as growth and development, and immunisations based on the

specific needs and interests of patients. The benefits of this service are to provide more

focused and personalised services, improving the effectiveness of care by tailoring to the

individual needs of the patient. This service helps parents who are still unaware of their

child's needs to get appropriate care and avoid mistakes in providing care.

e. Partnership Program with Schools

SPC Pediatric Clinic offers a partnership program with schools with the aim of

improving access to healthcare by conducting routine check-ups and health education in

schools. The program benefits schools by detecting health problems in school children

early, raising awareness of the importance of health among children and teachers, and

strengthening the relationship between the clinic and the community.

The service innovations implemented by the SPC Pediatric Clinic are adjusted to

the principles of innovation. This is because innovation development cannot be fixed in

a fixed situation (Alrazi & Rachman, 2021). According to Solong and Muliadi (2020),

the principles of innovation consist of relative advantage, compatibility, complexity,

trialability, and observability.

The first principle, namely relative advantage, stipulates that innovation must have

an advantage and more value than previous innovations. The novelty value inherent in

innovation must always be there as a characteristic in providing differences from other

innovations (Syafruddin et al., 2021). In implementing service innovations at the SPC

Pediatric Clinic, there are advantages to each innovation implemented, namely:

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1) Online registration at SPC Pediatric Clinic makes it easy for patients to book

appointments at any time without having to come in person, reducing waiting times

and queues. The system also improves efficiency by automating administration and

schedule management.

2) Homecare services for immunisation and baby massage at SPC Pediatric Clinic

offer the convenience and safety of in-home services, reduce the risk of disease

transmission, and are flexible with family schedules. This service allows for more

specific and personalised attention for the child.

3) The health education program for parents at SPC Pediatric Clinic makes it easy to

access materials through digital platforms at any time. The program improves

parents' knowledge and skills in caring for their children with interactive materials,

including gamification, videos, and live Q&A sessions.

4) The more specialised services at SPC Pediatric Clinic offer in-depth expertise in

growth and development, nutrition, and immunisation, supported by experienced

medical staff. These services allow for a personalised approach to patient-specific

needs, enhancing the quality of care that is more focused and suited to each child's

unique needs.

5) The partnership program with schools expands access to healthcare, enables early

detection of health problems and increases awareness of the importance of health.

The program provides routine check-ups and education without the need to leave

school, strengthening the link between clinics, communities and schools and

creating a healthier environment for children.

The next principle is compatibility. In this principle, the innovation must be

compatible with the previous innovation that it replaces so that the old innovation is still

used and not discarded. The reason is not only because the costs incurred are not small

but also because the old innovation is part of the transition process to the latest innovation.

In addition, it can also facilitate the adaptation process and the learning process for

innovation more quickly (Solong & Muliadi, 2020). Compatibility in service innovation

with previous services at the SPC Pediatric Clinic has been implemented. Service

innovation and previous services are appropriate and can improve service quality.

Implementing service innovations and transitioning from previous services cannot

be separated from complexity. The complexity of the innovation should not be higher

than the previous innovation. However, because an innovation offers a newer and better

way, this level of complexity is generally not an important issue (Syafruddin et al., 2021).

The complexity of innovating services at the SPC Pediatric Clinic has indeed increased

slightly compared to previous services, but this is proportional to the benefits obtained by

the clinic. These benefits include increased efficiency, quality of service, and patient

satisfaction. This complexity can be handled with good management, continuous training,

and the use of appropriate technology. By doing so, success in the implementation of

service innovation can be ensured.

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Innovation, in principle, can only be accepted after it has been tested and proven to

have greater benefits or value compared to previous innovations, so an innovation product

must go through a public testing phase, where each individual or party has the opportunity

to test the quality of innovation (Solong & Muliadi, 2020). Service innovations

implemented at SPC Pediatric Clinic have been tested and proven successful. Evidence

of this success is as follows:

1) Online registration: This service innovation has evidence of success in the form of

an increase in the number of registrations. The data shows a significant increase in

the number of online registrations, thus reducing the administrative burden at the

clinic. Success is also seen in terms of drastically reduced waiting times, resulting

in increased patient satisfaction. In addition, positive feedback from patients

showed that they appreciated the ease and convenience of the online registration

system.

2) Homecare services for immunization and baby massage. This innovation has

proven successful in increasing the accessibility of patients who have limited

mobility or distance. The success of this service is also evidenced by the higher

patient satisfaction seen from the survey results of parents or patients who have

used it. Most of them stated that this service is very convenient and effective.

3) Health education program for parents: the success of this program is proven by the

increase in parents' knowledge by conducting evaluations before and after the

program is carried out. The evaluation results showed a significant increase in

parents' knowledge and skills related to children's health. In addition, active

participation from parents in participating in webinars, workshops and online

materials is very high. This shows that parents' interest in engaging with the

program is high. Parents gave positive testimonials that they were greatly helped in

taking better care of their children by participating in this program.

4) More specialised services: This service innovation has proven its success by seeing

better clinical outcomes from patients who receive specialized services. They feel

that their child's health and development have improved. This has led to higher

patient satisfaction with receiving specialised services, resulting in more patients

returning for follow-up services.

5) A partnership program with schools: this innovation has been successful and is

evidenced by the increased outreach in terms of more children getting regular

check-ups in schools. The program also actively assists children in detecting health

issues early, allowing for faster and more effective interventions. Success is also

seen in the stronger collaboration between clinics, communities and schools and

increased awareness of the importance of health.

The last principle in innovation is observability. A breakthrough needs to be

observable in terms of how the breakthrough works and provides better results

(Syafruddin et al., 2021). In implementing service innovations at the SPC Pediatric Clinic,

observations continue to be made to show good results. Overall, service innovation has

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been running well at the SPC Pediatric Clinic and provides significant benefits in terms

of efficiency, service quality and patient satisfaction.

In its implementation, some challenges may be faced, so adjustments and

improvements are continuously made to ensure that service innovations can provide

optimal and sustainable results. Service innovations at SPC Pediatric Clinic have

achieved their goals and provide real added value to patients by looking at positive

indicators of success. The following is a description of the ease with which service

innovations can work well:

1) Online registration has shown success, significantly reducing waiting times and

clinic queues. Patients can also easily book appointments and get instant

confirmations. Patients also gave very positive feedback, stating that the online

registration system was very convenient and saved them time. In the

implementation, there is a challenge in the speed of admin response due to the

registration system's service through WA.

2) Homecare services for immunisation and baby massage: Evaluation results show

that the success of this service is seen from the increased accessibility for patients

who have difficulty coming to the clinic. The quality of service was well maintained

according to clinic standards, and health protocols were also strictly followed.

Meanwhile, challenges in implementing this service innovation, such as logistics

and schedule coordination, still need improvement, but the homecare team has

shown good adaptability in overcoming these obstacles.

3) Health education program for parents, the evaluation of this program shows the

level of success in its implementation by looking at the evaluation results before

and after the implementation of the program and the participation of parents. The

challenge of this program is the difficulty for some parents in accessing due to

technological limitations, but offline education in handling this challenge.

4) More specialised services and evaluation results show success in terms of improved

clinical outcomes and increased patient satisfaction. Appropriate care and in-depth

attention from patients are evidence of the program's success. Challenges in the

program include schedule adjustments and service flow, which still require

improvement to optimise efficiency.

5) The partnership program with schools showed evaluation results in the form of

program success, namely increasing the reach of health and education services for

children. Challenges that arise in the implementation of this program are

coordination and logistics between schools that still need improvement to ensure

that all schedules and activities can run smoothly.

Implementation of Design Thinking Method in Pediatric Specialist Clinic Service

Innovation at SPC Pediatric Clinic

Design thinking is a design model based on problem-solving. Design thinking can

be a suitable tool during breakthrough development and can be used as a method for

Implementation of Design Thinking Method in Pediatric Specialist Clinic Service Innovation:

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breakthrough development. Design thinking has the most popular stages proposed by the

Hasso-Plattner Institute of Design at Stanford (Stanford D.School), namely Empathize,

Define, Ideate, Prototype, and Test. The implementation of the design thinking method

in the innovation of pediatric specialist clinic services at SPC Pediatric Clinic is described

in the following research results:

a. Emphatize

This stage is the basic stage in creating a strategy by categorising subjective points

of view. Emphasising emotions can empathise with the perspective of the user's thinking

as well as an effort to understand the way users do things and the reasons behind it, the

physical and emotional needs of users, the way users think about things, and what is

meaningful to users Alrazi and Rachman (2021). In implementing service innovation at

SPC Pediatric Clinic, several reasons underlie the implementation of service innovation.

The following are the problems that underlie service innovation at the SPC Pediatric

Clinic:

High competition in the pediatric healthcare industry. The increasing number of

clinics and health facilities offering similar services has encouraged SPC Pediatric

Clinic to innovate. The goal is for SPC Pediatric Clinic to remain competitive in the

health segment and attract more patients. Innovation allows SPC Pediatric Clinic to

offer unique services that are not offered and provided by other health facilities.

Changing patient needs and expectations

Patients and parents today have high expectations regarding the quality of health

services provided by health facilities. They expect fast, accessible and high-quality

services. These patient and parent expectations have led SPC Pediatric Clinic to

innovate its services to meet and exceed these expectations.

Advances in health technology. The rapid development of health technology

requires SPC Pediatric Clinic to keep up with these developments in order to

provide efficient and up-to-date services. To keep up with these developments, SPC

Pediatric Clinic integrates technology such as online registration, integrated

medical record systems and homecare services.

The need to increase patient satisfaction and trust SPC Pediatric Clinic's top priority

is patient satisfaction. As such, the introduction of service innovations is expected

to improve the overall patient experience, which in turn can increase patient

satisfaction and trust in SPC Pediatric Clinic.

Limited resources and operational efficiency. The limited resources available

encourage SPC Pediatric Clinic to innovate services to help optimise the use of

existing resources. For example, with an online registration system, SPC Pediatric

Clinic can reduce queues and waiting times and increase the efficiency of existing

staff.

b. Define

The define stage is the stage to identify what problems are actually owned by

users. After obtaining information at the empathise stage, it will then be analysed and

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synthesised to get the main problem. This defined stage will greatly determine the

accuracy of solving the problem at hand (Alrazi & Rachman 2021). At this stage, the

actions taken by the SPC Pediatric Clinic in dealing with the problems that cause service

innovation are to analyse data derived from observations, interviews and patient feedback

to identify the root cause of the problem.

SPC Pediatric Clinic also defined the main problem as the need for service

differentiation that could improve patient experience and attract more customers. SPC

Pediatric Clinic also conducted interviews and surveys related to patient satisfaction. The

results of the interviews and surveys found that a slow registration process and long

waiting times caused patient dissatisfaction. The problem was defined as the need to

improve operational efficiency and patient convenience through better technology and

processes. The interviews and satisfaction survey also found that the clinic needs to

improve its responsive and personalised service. The problem was defined as the need to

improve patient experience through more responsive and personalised services.

c. Ideate

This ideate stage is the stage of collecting ideas for problems that have been found

at the define stage. The brainstorming process is needed at this stage to determine the best

solution to solve problems or avoid problems that will occur (Alrazi & Rachman, 2021).

In determining solutions to dealing with existing problems at the SPC Pediatric Clinic, it

focuses on collecting and developing innovative ideas. The following is an explanation

of the service innovation solutions determined by the SPC Pediatric Clinic for existing

problems, namely:

The High Level of Competition in the Pediatric Healthcare Industry.

The solution idea set was Online Registration by developing an online

registration system that makes it easier for patients to make appointments without

having to come directly to the clinic. This innovation is beneficial in reducing

waiting time, increasing patient convenience, and providing greater flexibility in

arranging consultation schedules.

Changing Patient Needs and Expectations

The Solution Idea is to provide Homecare Services for Immunization and

Baby Massage. These services would include immunisation and baby massage at

the patient's home. The benefits are reducing the inconvenience and risk of disease

transmission at the clinic and providing a more personalized and convenient service

for patients and parents.

Advances in Health Technology

The Solution Idea set by SPC Pediatric Clinic is the Health Education

Program for Parents, which provides health education programs through seminars,

workshops, and online materials that focus on child care, nutrition, and child

development. The benefit is to increase parents' knowledge and skills in caring for

children, preventing disease, and supporting optimal child development.

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The need to Increase Patient Satisfaction and Trust., The Solution Idea, determined

to address the problem is More speciality services, such as nutrition, growth, and

immunisation, tailored to the specific needs of the patient. The benefits are to

provide more focused and personalised services, improve the effectiveness of care,

and strengthen the relationship between doctors and patients.

Limited Resources and Operational Efficiency

The Solution Idea implemented is the Partnership Program with Schools by

developing a partnership program with schools to conduct routine check-ups and

health education in schools. The benefits are early detection of health problems in

school children, increased awareness of the importance of health, and expanding

the reach of clinic services without requiring significant additional resources.

d. Prototype

The prototype stage means creating the final update and adding new shapes or

features to a product. This prototype is a description of a known solution (Alrazi &

Rachman 2021). In the application of service innovations at the SPC Pediatric Clinic, the

development and testing of innovative solutions that have been identified are carried out.

The following is an application and description of the service innovations implemented

at the SPC Pediatric Clinic:

Problem: High Competition in the Pediatric Healthcare Industry. The solution idea

was online registration. The action taken was to launch a registration system

through the website and Whatsapp base because Whatsapp media is still used,

considering that it is much easier for patient parents.

Problem of Changing Patient Needs and Expectations. The solution idea in dealing

with the problem is homecare services for immunisation and baby massage. The

action taken by SPC Pediatric Clinic is for the Homecare Team to be required to

form a specialised team trained to provide homecare services. Standard Operating

Procedures were implemented by developing SOPs for homecare services,

including schedules, required equipment, and safety protocols. Service trials are

conducted by initiating service trials on a few selected patients to collect data and

feedback. Service Adjustment by adjusting the service based on feedback and

optimising the process before full launch.

Health Technology Advancement Problem. The solution idea was a health

education program for parents. SPC Pediatric Clinic's action was to develop

educational content that included videos, articles and infographics on child health,

using digital platforms such as social media and websites to distribute the content.

Then, it piloted the educational content with a small group of parents to obtain

feedback. Once the pilot test was deemed successful, SPC Pediatric Clinic launched

the program widely with regular scheduling of seminars and workshops both online

and offline.

Problem of Need to Improve Patient Satisfaction and Trust. For this problem, the

solution idea implemented is More Specialized Services. The action taken by SPC

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Pediatric Clinic in its implementation is to identify the most needed specialisation

needs such as nutrition, growth and development, and immunisation. In addition,

Staff Training was conducted to train staff to meet these specialisation needs with

additional courses and certifications. Recruitment of necessary experts such as

growth and development consultants. Next, a pilot of the speciality services is

conducted by testing these services with patients who have specific needs to get

feedback. After obtaining positive feedback, optimisation and rollout are done by

adjusting the service based on the feedback and launching the speciality service in

full.

Problem of Limited Resources and Operational Efficiency. The solution idea

implemented by SPC Pediatric Clinic is the Partnership Program with Schools. To

implement the program, SPC Pediatric Clinic took action on Partnership with

Schools by identifying and establishing partnerships with schools in the

surrounding area. In addition, a Routine Check-up Program was also conducted to

develop a routine health check-up and health education program that could be

conducted in schools. Before launching, the program was piloted by conducting a

trial run of the program in a few schools to collect data and feedback. Afterwards,

adjustments and expansion were made by adjusting the program based on feedback

and expanding the partnership to more schools.

e. Test

The Test stage is carried out after the prototyping is complete, and then testing

and evaluation are carried out to users. This is done to determine whether the ideas

generated are effective or not (Alrazi & Rachman, 2021). The implementation of

innovations at the SPC Pediatric Clinic has been carried out as desired, but there are still

several challenges that require adjustment. Therefore, in its implementation, there are still

obstacles that need to be overcome in order to determine the success and efficiency of

these service innovations. The following are the obstacles faced in each service

innovation:

1) Online Registration

In implementing online registration innovations, there are two obstacles, namely

technical problems and patient awareness and adaptation. In the technical problem

constraints, some patients experience technical difficulties when using the online

registration platform, such as slow access pages and difficulties in rearranging

appointments. The patient's parents are also uncomfortable with the online

registration system on the website and more comfortable if they directly do

WhatsApp. The second obstacle is Patient Awareness and Adaptation, where some

patients, especially those who are less familiar with technology, find it difficult to

adapt to the new system.

2) Homecare Services for Immunization and Baby Massage

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The constraints in this innovation solution are first, Logistics and Schedule,

where coordinating logistics to ensure the homecare team can reach the patient

location on time and schedule is still a challenge. Second, Operational Costs, where

keeping operational costs low while providing high-quality services is a big

challenge. Third, Ensuring all health protocols are strictly followed to prevent

disease transmission during homecare services.

3) Health Education Program for Parents

The obstacles in implementing this program are that some parents have

difficulty accessing educational content online due to limited internet access or lack

of digital literacy. Providing content that is up-to-date and relevant to parents' needs

requires continuous research and development efforts. Getting parents to participate

in this educational program actively requires an effective communication strategy.

4) More Specialized Services

There are constraints in implementing this innovation; namely, the SPC

Pediatric Clinic needs to ensure all medical staff receive adequate and continuous

training to handle new speciality services. A further constraint is the need to develop

an efficient schedule and flow of services to avoid long waiting times and ensure

every patient receives the necessary attention. In addition, the Clinic also needs to

allocate sufficient resources to each speciality area without compromising the

quality of other services and recruit a team of experts, such as pediatric consultants,

who are still hard to find for more specific specialities.

5) Partnership Program with Schools

Obstacles that arose during the implementation of this program include the

fact that matching the health program schedule with the school schedule can be

challenging, especially when there are sudden changes in the school. The clinic also

needs to arrange transportation and medical equipment to various schools

efficiently, and this requires careful planning. Another obstacle is communication

where the clinic needs to communicate and make all parties in the school (teachers,

students, and parents) understand and support the program. This requires effective

communication and socialisation.

The obstacles that occur in the implementation of service innovation require SPC

Pediatric Clinic to take action to address these obstacles. The SPC Pediatric Clinic took

the following actions in dealing with obstacles, including:

1) Improve technology infrastructure by providing technical training for patients and

staff, as well as improving technology infrastructure to ensure the online

registration system runs smoothly. For this stage, the management only focuses on

registration through WhatsApp.

2) Optimize homecare logistics by training the admin team to be able to adjust

schedules to be more efficient

3) Educational Content Development involves making educational content more

accessible and understanding parents' needs through surveys and feedback.

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4) Ongoing Training is implemented by providing ongoing training for medical staff

and implementing a more efficient scheduling system.

5) Effective Collaboration is implemented by improving coordination and

communication with the school through regular meetings and effective use of

communication technology.

The implementation of service innovation at the SPC Pediatric Clinic has shown

its success. This is evidenced by the results of a survey that has been conducted using

indicators to measure patient satisfaction. These indicators are tangible, responsiveness,

assurance, empathy, and reliability. For the physical evidence indicator, the survey results

show that the facilities and infrastructure provided by the SPC Pediatric Clinic are

complete. Furthermore, the responsiveness provided by the SPC Pediatric Clinic during

health services is in accordance with the SOP and fast. While on the guarantee indicator

at the SPC Pediatric Clinic. The guarantee provided is in the form of qualified health

workers and the appropriate background of health workers. Empathy indicators in patient

satisfaction are seen from patient parents or patients who have felt that health workers at

the SPC Pediatric Clinic have a patient and friendly attitude. Then, on the indicator of

reliability, the SPC Pediatric Clinic has uncomplicated service procedures and services

as well as health workers who are thorough and thorough in conducting examinations.

Conclusion

The conclusions of the analysis of service innovation at SPC Children's Clinic using

the Design Thinking method are as follows: 1) SPC Pediatric Clinic improves efficiency

and quality of services through online registration to facilitate patients, homecare services

for immunisation and baby massage, health education programs for parents, speciality

services such as growth and immunisation, and partnerships with schools for routine

checks and health education. 2) The Design Thinking method is applied in five stages:

Empathize to understand patient needs, Define to identify problems, Ideate to gather

innovative solutions, Prototype to develop new solutions, and Test to test effectiveness.

This innovation worked well despite challenges that required adjustments.

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