000163711 001__ 163711
000163711 005__ 20251030150826.0
000163711 0247_ $$2doi$$a10.1080/09544828.2025.2564620
000163711 0248_ $$2sideral$$a145813
000163711 037__ $$aART-2025-145813
000163711 041__ $$aeng
000163711 100__ $$0(orcid)0000-0003-0420-6746$$aSañudo, Yeray$$uUniversidad de Zaragoza
000163711 245__ $$aThe EMPATHS method: assessing patients’ emotional reactions to healthcare from a service design approach
000163711 260__ $$c2025
000163711 5203_ $$aMeasuring patients’ emotions can improve the service experience. This study proposes a methodology to identify and measure patients’ emotional reactions in healthcare services from a service design perspective, using an oncology service as a test case study. The methodology design started by evaluating emotion measurement methods from psychology and design, focusing on their compatibility with service design and healthcare characteristics. A combination of self-report, observation, and audio sentiment analysis was proposed. The methodology was tested in a Spanish oncology service analysis. Cohen's Kappa statistical analyses showed a strong correlation between the different methods. The proposed methodology effectively gathers emotional reactions, providing valuable insights into patients’ experiences during service interactions while minimising the intrusiveness of traditional methods. The primary negative emotional reactions during the oncology service analysis were associated with treatment side effects, issues related to the treatment process, and the diagnosis itself. It is the first approach developed from a service design perspective that allows emotional assessment without influencing patients’ movements. The case study findings align with previous literature findings. This methodology could help analyse and design care-paths more aligned with patients’ needs and experiences.
000163711 536__ $$9info:eu-repo/grantAgreement/EC/HORIZON EUROPE/101057332/EU/Design-based Data-Driven Decision-support Tools: Producing Improved Cancer Outcomes Through User-Centred Research/4D PICTURE
000163711 540__ $$9info:eu-repo/semantics/closedAccess$$aby-nc-nd$$uhttps://creativecommons.org/licenses/by-nc-nd/4.0/deed.es
000163711 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000163711 700__ $$aAguado-González, Laura$$uUniversidad de Zaragoza
000163711 700__ $$aMedina-Castillo, Alba
000163711 700__ $$0(orcid)0000-0002-7660-3508$$aSierra-Pérez, Jorge$$uUniversidad de Zaragoza
000163711 7102_ $$15002$$2305$$aUniversidad de Zaragoza$$bDpto. Ingeniería Diseño Fabri.$$cÁrea Expresión Gráfica en Ing.
000163711 773__ $$g(2025), 25$$pJ. eng. des.$$tJOURNAL OF ENGINEERING DESIGN$$x0954-4828
000163711 8564_ $$s3499585$$uhttps://zaguan.unizar.es/record/163711/files/texto_completo.pdf$$yVersión publicada
000163711 8564_ $$s1147330$$uhttps://zaguan.unizar.es/record/163711/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000163711 909CO $$ooai:zaguan.unizar.es:163711$$particulos$$pdriver
000163711 951__ $$a2025-10-30-14:39:28
000163711 980__ $$aARTICLE