Ophthalmology Clinic
عيادة العيون — 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 & Pre-Testing | Check in, proceed to pre-testing area | Greet warmly, guide to testing area, perform visual acuity and preliminary tests, explain each device | Calibrate equipment, prepare dilation drops if ordered | Ophthalmic EquipmentEMRQueue System |
2 Dilation (if needed) | Receive eye drops, wait for dilation | Explain dilation process and effects, administer drops, guide to comfortable waiting area, warn about temporary vision changes | Monitor dilation progress, prepare examination room | Dilation TimerComfort AreaSunglasses Supply |
3 Physician Examination | Cooperate with eye examination | Perform comprehensive exam, explain findings with diagrams, discuss treatment options | Document findings, capture retinal images, compare with previous visits | Slit LampOCTFundus CameraEMR |
4 Post-Visit | Receive instructions, arrange transportation if dilated | Provide sunglasses, explain when vision will return to normal, give large-print instructions, offer arm for guidance to exit | Send prescription, schedule follow-up, update records | E-PrescriptionSunglasses SupplyPatient Portal |
Patient Actions
Check in, proceed to pre-testing area
Onstage Actions
Greet warmly, guide to testing area, perform visual acuity and preliminary tests, explain each device
Backstage Actions
Calibrate equipment, prepare dilation drops if ordered
Support Processes
Ophthalmic Equipment, EMR, Queue System
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient arrives for an eye examination with dilation"
Acknowledge
Good morning, Mr./Ms. [Patient Name]. Welcome to the Ophthalmology Clinic. (Speak clearly and at a moderate pace)
Introduce
I am [Your Name], the ophthalmic technician. I will be performing your preliminary tests before you see Dr. [Doctor's Name].
Duration
The pre-testing will take about 10 minutes. If you need dilation drops, there will be a 20-minute wait for them to take effect, and then the doctor's examination will be about 15 minutes.
Explanation
I will guide you through several tests. Each one is painless — I will explain what each machine does before we start. If the doctor orders dilation, your vision will be blurry for about 3-4 hours afterward, so please arrange for someone to drive you home. We will also provide you with sunglasses.
Thank You
Thank you for your patience today, Mr./Ms. [Patient Name]. Here are your complimentary sunglasses. Your vision should return to normal within 3-4 hours. Please do not drive until then. Let me walk you to the exit.
H.E.A.R.T. Service Recovery Script
Scenario
"Patient anxious about potential vision loss diagnosis"
Hear
Allow the patient to express their fears about their vision without rushing.
Empathize
I understand how frightening this must feel, Mr./Ms. [Patient Name]. Your vision is precious, and it is natural to be worried.
Apologize
I am sorry you are going through this uncertainty. I know waiting for answers is the hardest part.
Respond
Dr. [Doctor's Name] is one of the best in this field, and we have caught this early. Let me explain the treatment options available. Many patients with this condition maintain excellent vision with proper treatment.
Thank
Thank you for trusting us with your eye care. We will be with you every step of the way.