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  • Service Blueprint Medical Center

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    Nguyen Le Hoang Kim
    130 views1 page
    The blueprint outlines the customer journey and key touchpoints when receiving care at a medical center, including parking, registration, waiting, examinations, laboratory tests if needed, purchasing medications, follow-up consultations, and leaving. It maps the physical evidence and customer actions against the lines of interaction, visibility, and internal processes between staff. The goal is to optimize the patient experience and care delivery process from arrival to departure.

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    The blueprint outlines the customer journey and key touchpoints when receiving care at a medical center, including parking, registration, waiting, examinations, laboratory tests if needed, purchasing medications, follow-up consultations, and leaving. It maps the physical evidence and customer actions against the lines of interaction, visibility, and internal processes between staff. The goal is to optimize the patient experience and care delivery process from arrival to departure.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    130 views1 page

    Service Blueprint Medical Center

    Uploaded by

    Nguyen Le Hoang Kim
    The blueprint outlines the customer journey and key touchpoints when receiving care at a medical center, including parking, registration, waiting, examinations, laboratory tests if needed, purchasing medications, follow-up consultations, and leaving. It maps the physical evidence and customer actions against the lines of interaction, visibility, and internal processes between staff. The goal is to optimize the patient experience and care delivery process from arrival to departure.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 1

    SERVICE BLUEPRINT

    MEDIC HOA HAO


    EVIDENCE
    PHYSICAL

    Stretchers/ Registration Waiting chair Consultation Examination Laboratory Medicine Doctor Consultation
    Parking wheelchairs desk room room shop cabin room Parking
    for patients

    Fill
    personal
    CUSTOMER

    information Waiting to
    Arrival at Help from and health their turns at Go to Go to Buy Come back Go to Leave
    ACTION

    Disagree to Agree to Go to
    medical staff (If problem waiting consultation examination required on specific consultation medical
    continue continue laboratory
    center needed) on paper chair room room supplies date room center

    Line of interaction

    Read Treatments Doctor Notes


    CONTACT
    ONSTAGE

    Process Call patient’s Doctor notes


    PRRSON

    Clinical investigation Dr. directs to Staff collects prescribed and examines recovery
    Registration name when it complaints sprescribed Laboratory
    examination samples follow update patient progress
    is their turn

    Line of visibility
    BACKSTAGE
    CONTACT

    Doctor makes Conducts Preparation


    PRRSON

    provisional Doctor makes final Further


    mentioned of report
    diagnosis diagnosis diagnosis
    tests

    Line of internal interaction


    PROCESSES

    Registration Provisional
    SUPPORT

    diagnosis becomes Patient details updated in system Bill paper


    system
    final diagnosis

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