What's included

• Service Blueprint Document

  A comprehensive visual and textual representation of the entire healthcare service journey. It maps out patient interactions, frontstage and backstage processes, technology touchpoints, and staff responsibilities. This helps identify service gaps, optimize workflows, and ensure consistent patient experiences.

• Patient Experience Journey Map

  An end-to-end journey map highlighting the emotional and practical experience of different patient personas as they interact with the service. It includes stages like appointment booking, arrival, consultation, follow-up, and feedback, enabling improvements in service quality and empathy-driven care.

• Operational SOPs & Staff Role Definitions

  A set of standardized operating procedures (SOPs) for key processes such as patient intake, triage, diagnostics, and discharge. It also defines clear roles and responsibilities for each staff member to ensure accountability, consistency, and high-quality service delivery.