Radiology
الأشعة — Service Blueprint
3
Journey Stages
10
Customer Needs
10
Issues Found
5
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Arrival & Preparation | Present order, answer safety questions, sign consent if needed | Verify identity, check worklist, offer consent for MRI/pregnancy, explain exam steps and expectations | Prepare equipment, check machine readiness, review patient history for contraindications | PACSMillensysQueue System |
2 Examination | Follow instructions during scan/exam | Proceed with exam per protocol, give instructions during exam, provide reassurance and comfort | Monitor image quality, ensure proper positioning, manage sedation if needed (MRI pedia) | Medical EquipmentQuality ControlNursing Support |
3 Post-Examination | Receive post-care instructions, collect results | Confirm results with patient about site, explain when/how to access report, thank patient | Check scan for errors, write report, maintain machines, plan workload | Report SystemImage PortalCD Burning |
Patient Actions
Present order, answer safety questions, sign consent if needed
Onstage Actions
Verify identity, check worklist, offer consent for MRI/pregnancy, explain exam steps and expectations
Backstage Actions
Prepare equipment, check machine readiness, review patient history for contraindications
Support Processes
PACS, Millensys, Queue System
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient arrives for MRI (addressing potential fear/phobia)"
Acknowledge
Good morning, Mr./Ms. [Patient Name]. Welcome to the Radiology Department. (Calm, reassuring tone)
Introduce
I am [Your Name], the MRI technologist. I will be guiding you through your scan today.
Duration
Your scan will take approximately 30 minutes to complete.
Explanation
I know the MRI machine can be loud and feel a bit enclosed. I will give you headphones with music, and you will have a call button in your hand. If you feel uncomfortable at any point, just squeeze the button, and I will speak to you immediately. I will also check in with you through the speaker between each set of images.
Thank You
Thank you for doing such a great job staying still. Your images look excellent. The radiologist will review them, and the report will be sent to your doctor.