Call Center
مركز الاتصال — Service Blueprint
3
Journey Stages
9
Customer Needs
6
Issues Found
3
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Call Reception | Call for appointment, inquiry, complaint, or other department | Receive call within 3 rings, commit to call protocol, ask for identity, check eligibility | Access CRM, verify patient records, check doctor schedules | CRMHISCall Recording System |
2 Service Delivery | Provide information, confirm preferences | Make temp MR if needed, confirm booking/reschedule, offer alternatives, process sick leave | Update doctor schedule, process insurance verification, log interaction | Booking SystemInsurance PortalKnowledge Base |
3 Follow-Up | Receive confirmation via SMS/WhatsApp | Send confirmation, respond to inquiries, make outbound calls for follow-up | Update CRM, generate reports, forward calls to other departments if needed | SMS GatewayWhatsApp BusinessCRM Analytics |
Patient Actions
Call for appointment, inquiry, complaint, or other department
Onstage Actions
Receive call within 3 rings, commit to call protocol, ask for identity, check eligibility
Backstage Actions
Access CRM, verify patient records, check doctor schedules
Support Processes
CRM, HIS, Call Recording System
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Receiving a booking call"
Acknowledge
Good morning/afternoon! Thank you for calling [Hospital Name]. My name is [Your Name].
Introduce
I am a Patient Service Specialist. How may I assist you today, Mr./Ms. [Patient Name]?
Duration
I can certainly help you book that appointment. This process will only take about two minutes.
Explanation
I will need to verify your date of birth and contact information, and then we will find the best available time for Dr. [Doctor's Name]. I see availability on [Date] at [Time]. Would that work for you?
Thank You
Thank you for choosing [Hospital Name], Mr./Ms. [Patient Name]. We look forward to seeing you on [Date] at [Time]. You will receive a confirmation message shortly.