Pediatrics Clinic
عيادة الأطفال — 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 | Parent checks in with child | Greet child by name with warmth, offer coloring book or toy, guide to child-friendly waiting area | Prepare age-appropriate equipment, review vaccination history | Pediatric EMRPlay AreaChild-Safe Environment |
2 Triage & Assessment | Child cooperates with vital signs (with parent support) | Use playful approach for vital signs, explain to child what each device does, involve parent | Record growth charts, flag developmental milestones | Pediatric Growth ChartsDevelopmental Screening Tools |
3 Consultation | Parent describes symptoms, child is examined | Examine child gently, use toys/distraction, explain findings to parent in clear terms, address child's fears | Document findings, calculate medication doses by weight | Pediatric Dosing CalculatorEMRVaccination Schedule |
4 Post-Visit | Parent receives instructions, child gets reward | Give child a sticker/reward for bravery, explain medication to parent with written instructions, schedule follow-up | Send prescription with pediatric dosing, update vaccination records | E-PrescriptionPatient PortalReward System |
Patient Actions
Parent checks in with child
Onstage Actions
Greet child by name with warmth, offer coloring book or toy, guide to child-friendly waiting area
Backstage Actions
Prepare age-appropriate equipment, review vaccination history
Support Processes
Pediatric EMR, Play Area, Child-Safe Environment
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Child arrives with parent for a check-up"
Acknowledge
Hi there, [Child's Name]! Welcome! What a cool [shirt/backpack/toy] you have! (Then to parent) Good morning, Mr./Ms. [Parent Name]. Welcome to our pediatrics clinic.
Introduce
I am Dr. [Your Name], and I am going to be your special doctor today, [Child's Name]. (To parent) I will be taking care of [Child's Name] today.
Duration
(To parent) Our visit today will take about 15-20 minutes. (To child) It will be super quick — we will be done before you know it!
Explanation
(To child) I am going to listen to your heart with this cool stethoscope — want to try it first? Then I will look in your ears with this tiny flashlight. Nothing will hurt, I promise. (To parent) After the examination, I will discuss my findings and any recommendations with you.
Thank You
(To child) You were SO brave today, [Child's Name]! You get to pick a sticker from our treasure box! (To parent) Thank you for bringing [Child's Name] in. Here are the instructions — please call us if you have any concerns.
H.E.A.R.T. Service Recovery Script
Scenario
"Child is crying and refusing examination"
Hear
Allow the parent to comfort the child. Do not rush or force the examination.
Empathize
I know this can be scary, [Child's Name]. It is okay to feel that way. (To parent) I completely understand — many children feel this way, and we are in no rush.
Apologize
I am sorry this is causing [Child's Name] distress. Let us try a different approach.
Respond
How about we let [Child's Name] sit on your lap? I can examine the teddy bear first to show [Child's Name] that it does not hurt. We can also take a short break and try again when [he/she] is ready.
Thank
Thank you for your patience. [Child's Name] did wonderfully, and we got everything we needed.