Nursing Triage
التمريض - الفرز — Service Blueprint
3
Journey Stages
9
Customer Needs
4
Issues Found
3
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Call to Triage | Respond to name call, follow nurse | Call patient by name, introduce self, explain vital signs process | Prepare equipment, review patient history in system | Queue SystemHISMedical Equipment |
2 Assessment | Cooperate with vital signs measurement | Perform assessment with empathy, address fears or special needs, record data | Enter data accurately in system, flag any abnormal readings | Electronic Medical RecordsAlert System |
3 Transition to Clinic | Proceed to clinic waiting area | Guide patient to next location, explain clinic process and expected wait | Notify physician of patient readiness, transfer vital signs data | Wayfinding signageInternal communication |
Patient Actions
Respond to name call, follow nurse
Onstage Actions
Call patient by name, introduce self, explain vital signs process
Backstage Actions
Prepare equipment, review patient history in system
Support Processes
Queue System, HIS, Medical Equipment
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Calling patient for vital signs assessment"
Acknowledge
Mr./Ms. [Patient Name]? Hello, please come with me. (Warm smile, eye contact)
Introduce
I am [Your Name], one of the triage nurses. I will be taking your vital signs before you see the doctor.
Duration
This assessment will only take about five minutes.
Explanation
I am going to check your blood pressure, temperature, and weight. This helps Dr. [Doctor's Name] have the most accurate information for your visit today. Do you have any questions before we begin?
Thank You
Thank you for your cooperation. You can now head back to the waiting area, and the doctor will see you in approximately [X] minutes.