Physiotherapy
العلاج الطبيعي — Service Blueprint
3
Journey Stages
8
Customer Needs
4
Issues Found
1
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Initial Assessment | Describe pain, limitations, and goals | Conduct comprehensive physical assessment, set SMART goals with patient, explain treatment plan | Review physician referral, prepare assessment tools, document baseline measurements | EMRAssessment ToolsPain Scale |
2 Treatment Session | Perform exercises with guidance, report pain levels | Guide exercises with proper form, monitor pain, adjust intensity, use modalities (heat/ice/TENS), encourage and motivate | Document progress, update treatment plan, prepare equipment | Treatment EquipmentModalitiesProgress Tracking |
3 Session Wrap-Up | Receive home exercise instructions | Review session progress, demonstrate home exercises, provide printed/app instructions, schedule next session | Update progress notes, communicate with referring physician if needed | Home Exercise ProgramScheduling SystemCommunication |
Patient Actions
Describe pain, limitations, and goals
Onstage Actions
Conduct comprehensive physical assessment, set SMART goals with patient, explain treatment plan
Backstage Actions
Review physician referral, prepare assessment tools, document baseline measurements
Support Processes
EMR, Assessment Tools, Pain Scale
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient arrives for a physiotherapy session (ongoing treatment)"
Acknowledge
Welcome back, Mr./Ms. [Patient Name]! Great to see you. How have you been feeling since our last session?
Introduce
(First visit only) I am [Your Name], your physiotherapist. I will be working with you throughout your recovery journey.
Duration
Today's session will be about 45 minutes. We will start with some warm-up, then move to your exercises, and finish with some cool-down techniques.
Explanation
Based on your progress, today we are going to focus on [specific area]. I have adjusted the intensity slightly because you did so well last time. Remember, some discomfort is normal, but sharp pain is not — please tell me immediately if you feel any sharp pain. Let us start with your warm-up.
Thank You
Excellent work today, Mr./Ms. [Patient Name]! You are making real progress — your range of motion has improved by [X]% since we started. Here are your updated home exercises. Keep it up, and I will see you on [next date]!
H.E.A.R.T. Service Recovery Script
Scenario
"Patient frustrated with slow progress and wants to quit therapy"
Hear
Listen to the patient's frustration without dismissing their feelings.
Empathize
I hear you, Mr./Ms. [Patient Name]. Recovery can feel slow and frustrating, especially when you are working so hard.
Apologize
I am sorry the progress is not as fast as you hoped. I understand how discouraging that can feel.
Respond
Let me show you something — look at where you started versus where you are now. (Show progress data) You have actually improved [X]%. Recovery is not always linear, but you ARE getting better. Let us adjust your plan to focus on what matters most to you.
Thank
Thank you for being honest with me. Your commitment to showing up is already a huge achievement. Let us keep going together.