HospitalsPresented By: Group 5

FACT SHEET

Service Goal: Improved health

Service Operation: Customer

as product

Very high customer

involvement

Service actually performed

on customer

Customized

SERVICE CHALLENGE

Human body object of service

focus

Diverse healthcare needs

Customers don’t want to be in

a hospital

DESIRED ATTRIBUTESService Delivery Process

DESIRED ATTRIBUTES

Operations designed around

customer

High probability of re-service

Flexibility

Types of treatments

Sequences of treatments

DESIGN REQUIREMENTSService Delivery Process

DESIGN REQUIREMENTS

Focus on medical technology

effectiveness

Focus on facility capacity,

location & layout

Departments arranged in

‘process layout’

Closeness Rating

Eg: Radiology Dept. near ER

Gantt ChartsOrder Sequencing

DESIGN REQUIREMENTS

Accommodate variety of patient flow patterns

Minimizing Flow Time

POKA YOKESService Delivery Process

POKA YOKES

Specific Entrances Control Arrivals

POKA YOKES

Signage & DirectionsHelp DeskDistinct Counters

POKA YOKES

Registration forms (Govt.)

Smart Cards with patient ids

and bar codes

Case sheets and vitals charts

Tags and wrist bands

DESIGNService Delivery Process

STORYBOARD

Process map

Manifestation of touch

points

Relationship between touch

points and customer in

creation of experience

CUSTOMER JOURNEY MAP

Maps journey of consumer

Represent touch points

characterizing customer

interaction with service

Entry

Admissions

Counter

Help Desk OPD

Sales Count

er

Ward

Diagnostics

• Primary registration

• Consultation fee billing

Purchase of medicines

• Admissions registration• Billing

BLUEPRINT

Describes nature &

characteristic of service

interaction

Helps to verify, implement &

maintain

Touch points & back-end

processes documented and

aligned with user experience

Physical Evidence Parking Front

DeskWaiting

AreaFront Desk

Waiting Area Hallway OPD Diagnostics Admission Pharmacy

Patient Action Sign In Wait Check

In/Pay WaitFollow to

exam room

Ask orAnswer

QuestionsTests Register

Pay Purchase

Visible Contact Welcome Process Escort Doctor

consults Administer

Tests Process Dispensing

Invisible Contact Patient

Chart Chart to be seen

bin

Place in Doctor's

binReport charts Case Sheet Billing

Support Process Create

Form Database System Bin

Schedule Task

Schedule Task

Chart Storage Dossier

Signage Signage Signage

Form

Chart

Case Sheet Id/

Tag

Line of Visibility

Line of Internal Interaction

Line of External InteractionBilling Counselor

Door Tag