ENT Clinic
عيادة الأنف والأذن والحنجرة — Service Blueprint
3
Journey Stages
8
Customer Needs
4
Issues Found
1
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Arrival & History | Check in, describe symptoms | Greet warmly, review symptoms and history, explain what examination will involve | Prepare instruments, calibrate audiometry if hearing test ordered | EMRENT EquipmentAudiometry Room |
2 Examination | Cooperate with ear/nose/throat examination | Examine gently, narrate each step, use topical anesthetic for endoscopy, provide breathing cues | Capture images/video, document findings | EndoscopeOtoscopeAudiometerImaging System |
3 Results & Plan | View examination images, discuss treatment | Show endoscopy images/video to patient, explain findings with visual aids, discuss treatment options | Prepare prescriptions, schedule surgery if needed, update records | Image DisplayE-PrescriptionSurgical Scheduling |
Patient Actions
Check in, describe symptoms
Onstage Actions
Greet warmly, review symptoms and history, explain what examination will involve
Backstage Actions
Prepare instruments, calibrate audiometry if hearing test ordered
Support Processes
EMR, ENT Equipment, Audiometry Room
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient arrives for nasal endoscopy (addressing fear of gagging)"
Acknowledge
Good morning, Mr./Ms. [Patient Name]. Welcome to the ENT Clinic. I understand you are here for a nasal examination. (Calm, reassuring tone)
Introduce
I am Dr. [Your Name], your ENT specialist. I will be performing the examination today and I will guide you through every step.
Duration
The endoscopy itself takes only about 2-3 minutes. The entire visit will be about 20 minutes.
Explanation
I know the idea of a scope in your nose can sound uncomfortable. Let me show you the instrument — it is very thin and flexible. I will spray a numbing solution first, so you will feel very little. You may feel a slight pressure or a brief urge to sneeze, but it will not hurt. I will talk you through the entire process. Just breathe normally through your mouth.
Thank You
You did wonderfully, Mr./Ms. [Patient Name]. The examination is complete. Here is a warm drink to help you feel more comfortable. Let me show you what we found and discuss the next steps.