Info Desk
مكتب المعلومات — Service Blueprint
3
Journey Stages
7
Customer Needs
5
Issues Found
2
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Patient Approach | Approach info desk with inquiry | Greet warmly, assess needs (booking, inquiry, sick leave, eligibility) | Maintain updated knowledge base of all services | SDCPortalHospital Directory |
2 Service Delivery | Explain needs, provide information | Respond to inquiries, book appointments, offer alternatives, process sick leave | Access doctor schedules, verify eligibility, check service availability | Booking SystemInsurance PortalSick Leave Portal |
3 Resolution & Farewell | Receive directions or confirmation | Provide clear directions, confirm next steps, offer wheelchair if needed | Update records, log interaction | Wayfinding systemWheelchair serviceSecurity |
Patient Actions
Approach info desk with inquiry
Onstage Actions
Greet warmly, assess needs (booking, inquiry, sick leave, eligibility)
Backstage Actions
Maintain updated knowledge base of all services
Support Processes
SDC, Portal, Hospital Directory
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient inquires about hospital services"
Acknowledge
Welcome! Good morning/afternoon. How may I help you today?
Introduce
I am [Your Name] at the Information Desk. I can help you with appointments, directions, or any questions about our services.
Duration
This will only take a moment. Let me look that up for you right away.
Explanation
Based on your needs, I recommend [specific service]. The [department] is located on [floor/direction]. Would you like me to book an appointment for you, or would you prefer I walk you there?
Thank You
Thank you for visiting us. If you need anything else during your visit, please don't hesitate to come back.