SERVICE BLUEPRINT-HOSPITAL

Arrival at hospital

Help from staff (if needed)

Further diagnosis

Doctor makes provisional diagnosis

Doctor makes final diagnosis

Disagree to continue

Hospital parking

Go to laboratory

Buy required supplies

Come back on specific

date

Go to consultation

room

Leave hospital

Go to examination

room

Tell health problem

Go to specialty

department

Go to consultation

room

Agree to continue

Process registration

Process registration

Staff collects OPD and samples

Doctor examines

patient

Notes recovery

progress on OPD

Dr. directs to concerned lab

Doctor notes complaints

Body+ complain area

exam

Read investigations

prescribed

Treatments prescribed

and follow up date

Preparation of report

Registration system Patient details updated in system

Provisional diagnosis becomes final

diagnosis

Preparation of bill

Conducts mentioned

tests

Registration system

Stretchers/wheelchairs for patients

Laboratory Medicine shop

Doctor cabin Consolation room

Hospital parking

Examination room

Registration desk

Special department

desk

Consultation room

Line of interaction

Line of visibility

Line of internal interaction

PHYSICAL EVIDENCE

CUSTOMER ACTION

ONSTAGE CONTACT PRRSON

BACKSTAGE CONTACT PRRSON

SUPPORT PROCESSES