1. Create a service blueprint of the procedure and identify opportunities for improvement. 2. Describe what elements of a servicescape would make this service more palatable to the customer and efficient for the hospital staff.
Bayside General Hospital is trying to streamline its operations. A problem-solving group consisting of a nurse, a technician, a doctor, an administrator, and a patient is examining outpatient procedures in an effort to speed up the process and make it more cost-effective. Listed here are the steps that a typical patient follows for diagnostic imaging:
• Patient enters main hospital entrance
• Patient takes a number and waits to be called to registration desk
• Patient registers
• Patient is taken to diagnostic imaging department
• Patient registers at diagnostic imaging reception
• Patient sits in department waiting area until dressing area clears
• Patient changes in dressing area
• Patient waits in dressing area
• Patient is taken to exam room
• Exam is performed
• Patient is taken to dressing area
• Patient dresses
• Patient leaves
1. Create a service blueprint of the procedure and identify opportunities for improvement.
2. Describe what elements of a servicescape would make this service more palatable to the customer and efficient for the hospital staff.
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