Conventional service design methods are valuable for improving healthcare experience, but are limited in scale and information capture. Based on a constructed database of 2,320 stories from patients and carers with multiple long-term conditions (MLTC), this paper shows how real-life experiences can be used to inform healthcare service redesign. By combining the richness of qualitative insight with the breadth and representativeness of large-scale data, it identifies "Continuity of care", "Care coordination", and "Temporal - Access to services" as the priority redesign opportunities for MLTC.

翻译：传统服务设计方法在改善医疗体验方面具有重要价值，但在规模和信息获取方面存在局限性。本文基于由2320份多重慢性病患者及照护者故事构建的数据库，展示了如何利用真实生活经历指导医疗服务再设计。通过将定性洞察的丰富性与大规模数据的广度与代表性相结合，本研究将"护理连续性""护理协调"及"时间性-服务可及性"确定为多重慢性病服务再设计的优先改进方向。