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Title of the thesis: The role of digital services in enhancing the patient experience of pediatric patients and their families

Thesis defender: Nina Karisalmi
Opponent: Senior Lecturer & Associate professor Maria Hägglund, Uppsala University, Sweden
Custos: Professor Marko Nieminen

The dissertation from Finland provides new perspectives on how digital services can improve the patient experience for children and their families. The study goes beyond mere satisfaction and emphasizes the broader concept of patient experience, which is crucial for designing human-centered healthcare. Although pediatric patients are a distinct user group, there is limited research on digital services specifically designed for them, even as these services become increasingly important in healthcare.

The research explores the experiences of children aged 7 to 16 and their families, offering valuable insights into digital solutions tailored for this demographic. The study aimed to identify the dimensions that shape the patient experience for children and their families and to examine how digital services affect these experiences. Additionally, it investigated which research methods are best suited for studying these experiences.

The study identified four key dimensions of patient experience: hospital facilities and entertainment, medical care, social interactions, and emotions along with coping mechanisms. Combined with aspects of practicality, enjoyment, and personal growth and well-being, these dimensions form a foundational model for understanding children's patient experiences. This model—a central finding of the study—supports human-centered healthcare design and guides the development of digital services for pediatric patients and their families.

The findings indicate that digital services can positively impact the experiences of pediatric patients and their families, aiding in information gathering and time spent in the hospital. Methods such as video diaries and photo techniques were utilized to capture these experiences, revealing that chronic illness does not define children's lives; rather, their experiences extend beyond hospital environments.

The study engaged a diverse group of pediatric patients, parents, and healthcare professionals, providing a wide range of perspectives. These insights are valuable for healthcare organizations, hospitals, and digital service developers aiming to enhance the well-being of pediatric patients and their families.
In conclusion, positive experiences for pediatric patients can be achieved through activities, play, and social connections. Digital services offer a promising way to support these experiences, providing tools that foster well-being and engagement.

Keywords: Patient experience, user experience, human-centered design, children’s hospital, pediatric patients, families of pediatric patients, digital services, research methods

Contact information: Nina Karisalmi +358 50 588 3632

Thesis available for public display 7 days prior to the defence at .