Service delivery design hospital

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Service delivery design hospital

  1. 1. HospitalsPresented By: Group 5
  2. 2. FACT SHEET Service Goal: Improved health Service Operation: Customer as product  Very high customer involvement  Service actually performed on customer  Customized
  3. 3. SERVICE CHALLENGE Human body object of service focus Diverse healthcare needs Customers don’t want to be in a hospital
  4. 4. Service Delivery ProcessDESIRED ATTRIBUTES
  5. 5. DESIRED ATTRIBUTES Operations designed around customer High probability of re-service Flexibility  Types of treatments  Sequences of treatments
  6. 6. Service Delivery ProcessDESIGN REQUIREMENTS
  7. 7. DESIGN REQUIREMENTS Focus on medical technology effectiveness Focus on facility capacity, location Closeness & layout Rating  Eg: Radiology Dept. near ER Departments arranged in ‘process Gantt Charts layout’ Order Sequencing
  8. 8. DESIGN REQUIREMENTS Accommodate variety of patient Minimizing flow patterns Flow Time
  9. 9. Service Delivery ProcessPOKA YOKES
  10. 10. POKA YOKES Specific Entrances Control Arrivals
  11. 11. POKA YOKESSignageCountersHelp Desk DirectionsDistinct &
  12. 12. POKA YOKES Registration forms (Govt.) Smart Cards with patient ids and bar codes Case sheets and vitals charts Tags and wrist bands
  13. 13. Service Delivery Process DESIGN
  14. 14. STORYBOARD Process map Manifestation of touch points Relationship between touch points and customer in creation of experience
  15. 15. CUSTOMER JOURNEY MAP Maps journey of consumer Represent touch points characterizing customer interaction with service
  16. 16. Sales Purchase of •Primary registration Counter medicines •Consultation fee billingEntry Help Desk OPD Diagnostics •Admissions registration Admissions •Billing Counter Ward
  17. 17. BLUEPRINT Describes nature & characteristic of service interaction Helps to verify, implement & maintain Touch points & back-end processes documented and aligned with user experience
  18. 18. Signage Signage SignagePhysical Front Waiting Front Waiting Parking Hallway OPD Diagnostics Admission PharmacyEvidence Desk Area Desk AreaLine of External Interaction Billing Door Tag Counselor Follow to Ask orPatient Check Register Sign In Wait Wait exam Answer Tests PurchaseAction In/Pay Pay room Questions Form Case Sheet Chart Id/TagVisible Doctor Administer Welcome Process Escort Process DispensingContact consults TestsLine of Visibility Chart to Place inInvisible Patient Report be seen Doctors Case Sheet BillingContact Chart charts bin binLine of Internal InteractionSupport Create System Schedule Schedule Chart Database DossierProcess Form Bin Task Task Storage

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