• Author / Uploaded
• Raghav R Chawla

Citation preview

CUSTOMER ACTION

PHYSICAL EVIDENCE

SERVICE BLUEPRINT-HOSPITAL

Hospital parking

Arrival at hospital

Stretchers/wh eelchairs for patients

Help from staff (if needed)

Registration desk

Special department desk

Consultation room

Examination room

Tell health problem

Go to specialty department

Go to consultation room

Go to examination room

Disagree to continue

Agree to continue

Laboratory

Medicine shop

Doctor cabin

Consolation room

Hospital parking

Go to laboratory

Buy required supplies

Come back on specific date

Go to consultation room

Leave hospital

ONSTAGE CONTACT PRRSON

Line of interaction

Process registration

Process registration

Doctor notes complaints

Body+ complain area exam

Read investigations prescribed

Dr. directs to concerned lab

Staff collects OPD and samples

Treatments prescribed and follow up date

Doctor examines patient

Notes recovery progress on OPD

BACKSTAGE CONTACT PRRSON

Line of visibility

Doctor makes provisional diagnosis

Conducts mentioned tests

Preparation of report

Doctor makes final diagnosis

Further diagnosis

SUPPORT PROCESSES

Line of internal interaction

Registration system

Registration system

Provisional diagnosis becomes final diagnosis

Patient details updated in system

Preparation of bill