Laboratory
المعمل — Service Blueprint
3
Journey Stages
11
Customer Needs
9
Issues Found
5
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Arrival & Verification | Present lab order, answer safety questions | Verify patient identity (2 identifiers), prepare barcode/stickers, explain procedure | Check order completeness, prepare tubes and materials | LISQueue SystemBarcode Printer |
2 Sampling Procedure | Follow instructions, remain still during blood draw | Perform blood withdrawal with care, fill tubes, place barcodes, bandage with instructions | Label specimens correctly, ensure proper handling | Vacuum container systemQuality Control |
3 Post-Sampling | Receive post-care instructions | Inform patient about results timeline, explain how to access via App, thank patient | Process specimens, run tests, generate reports | Patient Portal AppLISReport System |
Patient Actions
Present lab order, answer safety questions
Onstage Actions
Verify patient identity (2 identifiers), prepare barcode/stickers, explain procedure
Backstage Actions
Check order completeness, prepare tubes and materials
Support Processes
LIS, Queue System, Barcode Printer
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient arrives for blood withdrawal"
Acknowledge
Hello, Mr./Ms. [Patient Name]. Please come in and have a seat. (Warm, reassuring tone)
Introduce
My name is [Your Name], and I am the phlebotomist who will be drawing your blood today.
Duration
The procedure itself will only take a minute or two.
Explanation
I am going to apply this tourniquet to your arm, clean the area, and then you will feel a small pinch. I have verified your labels here. Once we are done, your results will be available on our Patient App within [time frame].
Thank You
Thank you for holding so still. You are all finished. Here is a bandage — please keep it on for about 15 minutes. Have a wonderful rest of your day.