service delivery design hospital
DESCRIPTION
TRANSCRIPT
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