OB/GYN Clinic
عيادة النساء والتوليد — Service Blueprint
4
Journey Stages
8
Customer Needs
4
Issues Found
2
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Arrival & Privacy Setup | Check in at reception, proceed to private waiting area | Greet warmly, escort to private area, confirm gender preference for staff, offer changing gown | Prepare examination room with privacy drapes, warm equipment | Private Waiting AreaChanging RoomEMR |
2 Consultation | Discuss concerns, medical history, symptoms | Listen with empathy, explain examination steps before proceeding, ask permission at each step | Review previous records, prepare ultrasound if needed | EMRUltrasound EquipmentLab Orders |
3 Examination | Cooperate with examination | Perform exam with maximum privacy, narrate each step, offer to pause if uncomfortable, show ultrasound images to patient | Document findings, capture and store images | UltrasoundPACSExamination Equipment |
4 Post-Visit | Receive results and plan | Discuss findings privately, provide written plan, schedule follow-up, offer emotional support if needed | Send prescriptions, schedule next appointment, update pregnancy tracker if applicable | E-PrescriptionPregnancy TrackerPatient Portal |
Patient Actions
Check in at reception, proceed to private waiting area
Onstage Actions
Greet warmly, escort to private area, confirm gender preference for staff, offer changing gown
Backstage Actions
Prepare examination room with privacy drapes, warm equipment
Support Processes
Private Waiting Area, Changing Room, EMR
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient arrives for a gynecological examination"
Acknowledge
Good morning, Ms. [Patient Name]. Welcome. Please come this way to our private area. (Warm, gentle tone)
Introduce
I am Dr. [Your Name], your gynecologist. I will be taking care of you today. Would you prefer a female nurse to be present during the examination?
Duration
Our appointment today will take about 20-25 minutes. We will start with a conversation, and then I will explain the examination before we begin.
Explanation
First, I would like to hear about any concerns you have. When we move to the examination, I will explain every single step before I do it. You are in complete control — if at any point you feel uncomfortable, just let me know and we will pause. Your comfort and privacy are my top priority.
Thank You
Thank you for trusting us with your care, Ms. [Patient Name]. Everything looks [good/we have a plan]. Here are your results and next steps. Please do not hesitate to call our dedicated line if you have any questions.
H.E.A.R.T. Service Recovery Script
Scenario
"Patient distressed about unexpected findings during examination"
Hear
Allow the patient to process the information. Offer tissues. Sit quietly and let her express her feelings.
Empathize
I understand this is not the news you were expecting, Ms. [Patient Name]. It is completely natural to feel overwhelmed right now.
Apologize
I am sorry you are going through this. I wish I had better news to share.
Respond
I want you to know that we have an excellent team and a clear plan. Let me explain the next steps in detail. You do not have to make any decisions right now. Would you like me to call someone to be with you?
Thank
Thank you for your strength, Ms. [Patient Name]. We are here for you every step of the way.