Dermatology Clinic
عيادة الجلدية — Service Blueprint
3
Journey Stages
7
Customer Needs
4
Issues Found
2
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Arrival & History | Check in, complete skin history questionnaire | Greet warmly, escort to private room, review skin history and concerns | Prepare examination room with proper lighting, review previous photos | EMRDermoscopy EquipmentPhotography Setup |
2 Examination | Show affected areas, describe symptoms | Examine with dermoscope, explain findings using images, take clinical photos with consent | Compare with previous images, document findings | DermoscopeClinical PhotographyEMR |
3 Treatment Plan | Discuss treatment preferences and concerns | Present treatment options, explain expected timeline, provide written skincare routine, address cosmetic concerns | Prepare prescriptions, schedule procedures if needed | E-PrescriptionTreatment PlanningPatient Education Materials |
Patient Actions
Check in, complete skin history questionnaire
Onstage Actions
Greet warmly, escort to private room, review skin history and concerns
Backstage Actions
Prepare examination room with proper lighting, review previous photos
Support Processes
EMR, Dermoscopy Equipment, Photography Setup
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient arrives with a visible skin condition causing embarrassment"
Acknowledge
Good morning, Mr./Ms. [Patient Name]. Welcome. Please come right in to our private room. (Warm, professional tone)
Introduce
I am Dr. [Your Name], your dermatologist. I specialize in helping patients with exactly this type of concern.
Duration
Our consultation will take about 20 minutes. I want to do a thorough examination and create a personalized plan for you.
Explanation
I would like to examine the affected area. I may use a special magnifying device called a dermoscope — it is painless and helps me see the skin in detail. With your permission, I would also like to take clinical photos so we can track your progress over time. Everything is completely confidential.
Thank You
Thank you for coming in, Mr./Ms. [Patient Name]. I have created a detailed treatment plan for you. Many patients see significant improvement within [timeframe]. Here is your personalized skincare routine — follow it consistently and we will review your progress at your next visit.