General Clinic
العيادة العامة — Service Blueprint
3
Journey Stages
8
Customer Needs
4
Issues Found
2
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Clinic Arrival | Arrive at clinic waiting area after triage | Greet patient, confirm identity, update on expected wait time | Review patient file, check vital signs data from triage | HISQueue DisplayEMR |
2 Consultation | Describe symptoms, answer physician questions | Conduct examination with empathy, explain findings clearly, discuss treatment options | Document findings, order labs/imaging if needed | EMRCPOEClinical Decision Support |
3 Post-Consultation | Receive prescription and follow-up instructions | Summarize treatment plan, ensure understanding (teach-back), schedule follow-up | Send prescription to pharmacy, schedule follow-up, update records | E-PrescriptionBooking SystemPatient Portal |
Patient Actions
Arrive at clinic waiting area after triage
Onstage Actions
Greet patient, confirm identity, update on expected wait time
Backstage Actions
Review patient file, check vital signs data from triage
Support Processes
HIS, Queue Display, EMR
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient enters the consultation room"
Acknowledge
Good morning, Mr./Ms. [Patient Name]. Please come in and have a seat. (Stand to greet, make eye contact, smile)
Introduce
I am Dr. [Your Name], your physician today. I have reviewed your vital signs and the reason for your visit.
Duration
Our consultation today will take about 15-20 minutes. I want to make sure we address all your concerns.
Explanation
I would like to start by hearing about your symptoms in your own words. After that, I will do a brief examination and then we will discuss the best treatment plan together. Please feel free to ask any questions at any time.
Thank You
Thank you for sharing all of that with me, Mr./Ms. [Patient Name]. Here is your treatment plan — the nurse will walk you through the next steps. If you have any concerns before your follow-up, please do not hesitate to call us.
H.E.A.R.T. Service Recovery Script
Scenario
"Patient upset about being seen by a different doctor than expected"
Hear
Listen to the patient's disappointment about not seeing their preferred physician.
Empathize
I completely understand your frustration, Mr./Ms. [Patient Name]. It is important to feel comfortable with your doctor, and I respect that preference.
Apologize
I am sorry that Dr. [Original Doctor] is not available today due to an unexpected situation.
Respond
I assure you that I have reviewed your complete file and I am fully prepared to help you. However, if you prefer, I can also reschedule you with Dr. [Original Doctor] at the earliest available time.
Thank
Thank you for your understanding. I will make sure your care is seamless regardless of which option you choose.