Home Care

الرعاية المنزلية — Service Blueprint

Journey Stages

Customer Needs

Issues Found

High Severity

Service Blueprint Map

Stage	Patient Actions	Onstage Actions	Backstage Actions	Support Processes
1 Pre-Visit Preparation	Receive confirmation call, prepare area for visit	Call patient/family 2 hours before, confirm address and access instructions, review care plan	Prepare medical bag, check equipment, review patient history, plan route	Scheduling SystemGPS NavigationMedical Supplies Checklist
2 Arrival & Setup	Welcome the care team, provide access	Ring doorbell, introduce self with ID badge, ask permission to enter, put on shoe covers, set up clean workspace	Verify patient identity, review care plan, prepare equipment	ID BadgeShoe CoversPortable Equipment
3 Care Delivery	Receive care, communicate comfort level	Perform care per plan (vital signs, wound care, medication, therapy), explain each step, involve family caregiver in education	Document care in real-time, note any changes in condition	Mobile EMRPortable Medical EquipmentSupplies
4 Visit Wrap-Up	Receive summary and next visit details	Summarize visit findings, leave written report, explain what to watch for, confirm next visit date, provide emergency contact	Clean up workspace, dispose of medical waste properly, update care plan, communicate with physician if needed	Visit Summary FormWaste Disposal KitCommunication System

Patient Actions

Receive confirmation call, prepare area for visit

Onstage Actions

Call patient/family 2 hours before, confirm address and access instructions, review care plan

Backstage Actions

Prepare medical bag, check equipment, review patient history, plan route

Support Processes

Scheduling System, GPS Navigation, Medical Supplies Checklist

Customer Needs

Punctual arrival at scheduled time

Respect for home environment

Professional appearance and identification

Clear communication with family

Gentle and patient care delivery

Privacy respected in home setting

Consistent caregiver assignment

Emergency protocol explained

Visit summary provided after each visit

Staff Behavior Standards

Call before arrival, arrive on time

Remove shoes or use shoe covers at entrance

Ask permission before using any home facilities

Introduce yourself to all family members present

Maintain cleanliness — clean up after procedures

Explain everything to both patient and family caregiver

Leave a written visit summary

Respect cultural and religious practices in the home

AIDET® Communication Script

Scenario

"Home care nurse arrives for a scheduled visit"

Acknowledge

(Phone call 2 hours before) Good morning, Mr./Ms. [Patient Name] / [Family Member Name]. This is [Your Name] from [Hospital Name] Home Care. I am confirming our visit today at [Time]. (At the door) Good morning! I am [Your Name] from [Hospital Name]. (Show ID badge)

Introduce

I am your home care [nurse/therapist], and I will be taking care of [Patient Name] today. I have reviewed [his/her] care plan and I am prepared for today's visit.

Duration

Today's visit will take approximately [X] minutes. I will be [performing specific care tasks].

Explanation

Before I begin, may I wash my hands in your bathroom? Thank you. I am going to start by checking [Patient Name]'s vital signs, then [specific care]. I will explain everything as I go. [To family member] I would also like to show you [specific care technique] so you feel confident doing it between our visits. Please feel free to ask me anything.

Thank You

Thank you for welcoming me into your home. [Patient Name] is doing [assessment]. Here is a written summary of today's visit and what to watch for. Our next visit is scheduled for [date/time]. If anything concerns you before then, please call our 24-hour line at [number]. Take care!

H.E.A.R.T. Service Recovery Script

Scenario

"Family member upset about a different caregiver arriving than expected"

Hear

Listen to the family member's concern about the change in caregiver.

Empathize

I completely understand your concern. Consistency is very important in home care, and I know [Patient Name] had built a good relationship with [Previous Caregiver Name].

Apologize

I am sorry for the change. [Previous Caregiver Name] is [reason if appropriate — e.g., on leave today], and I want to assure you that I have been fully briefed on [Patient Name]'s care plan.

Respond

I have reviewed all of [Patient Name]'s records and spoken with [Previous Caregiver Name] about [his/her] preferences. I will do my very best to maintain the same standard of care. After today's visit, if you would like, I can arrange for [Previous Caregiver Name] to call you to confirm the continuity of care.

Thank

Thank you for sharing your concern. It shows how much you care about [Patient Name]'s wellbeing. I promise to take excellent care of [him/her].

Waste & Issues Identified

highMissed visits due to wrong address or access issues

highIncomplete supplies requiring return visit

mediumFamily not informed about visit schedule

mediumNo visit summary left for family reference

highInconsistent caregiver assignment affecting trust

Constraints

Travel time between patient homes

Unpredictable home environments

Limited equipment compared to hospital setting

Family dynamics and interference

Safety concerns for staff in some areas

No standardized visit summary form

Inconsistent caregiver scheduling

Recommendations

Create a pre-visit checklist sent to patient/family 24 hours before

Implement a visit confirmation call 2 hours before arrival

Provide staff with branded, clean uniforms and ID badges

Create a family communication protocol

Implement post-visit satisfaction survey via SMS

Provide emergency contact card to family

Use a visit summary report left with the family after each visit