Professional Documents
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Service Blueprint For Hospital
Service Blueprint For Hospital
Service Blueprint
Service blueprinting is defined as a tool for simultaneously depicting the service process, the points of
customer contact, and the evidence of the service from the customer’s point of view. The proposed
blueprint allows for a quantitative description of critical service elements, such as time, logical
sequences of actions and processes, also specifying both actions/events that happen in the time and
place of the interaction (front office) and actions/events that are out of the line of visibility for the
users, but are fundamental for the service.
Healthcare/Hospital Sector
Healthcare, which is a US$ 35 billion industry in India, is expected to reach over US$ 75 billion by 2012
and US$ 150 billion by 2017 according to Technopak Advisors in their report - 'India Healthcare Trends
2008'. The private sector accounts for nearly 80% of the healthcare market, while public expenditure
accounts for 20%. India’s excellence in the field of modern medicine and its ancient methods of physical
and spiritual wellbeing make it the most favorable destination for good health and peaceful living.
India’s cost advantage and explosive growth of private hospitals, equipped with latest technology and
skilled healthcare professionals has made it a preferred destination for medical tourism
Hospital - The sequential procedure for the service blueprint for JNMC hospital was obtained by
interviewing Dr.Arpana Hanchinmani, Belgaum.
1. Patient goes to the main Reception desk and gets an OPD (Out Patient Department) card.
3. Patient meets the receptionist of the specialty department and specialty department OPD is made
5. (In a non teaching Hospital) patient is sent to a consultant/(In a teaching Hospital)Intern or Post
Graduate attend to the patient
7. PG and consultant discuss on the complaints mentioned and probable examinations to be made is
decided
8. Patients total body examination is done by specific priority to area of complaint and vital signs are
also noted down.
9. PG and Doctor make a provisional diagnosis
11. If patient is not willing to continue then his provisional diagnosis becomes his final diagnosis for the
hospital
12. If the Patient agrees for the treatment then patient is directed to concerned laboratory
13. At Lab a staff collects the OPD card from patients and conducts the test mentioned. 14. The test
results are directly sent to the Consultant
7. PG and consultant discuss on the complaints mentioned and probable examinations to be made is
decided
8. Patients total body examination is done by specific priority to area of complaint and vital signs are
also noted down.
11. If patient is not willing to continue then his provisional diagnosis becomes his final diagnosis for the
hospital
12. If the Patient agrees for the treatment then patient is directed to concerned laboratory
13. At Lab a staff collects the OPD card from patients and conducts the test mentioned.