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    Blueprint

    Uploaded by

    teetu_tomar2987
    The document provides a service blueprint for a hospital visit at Jawaharlal Nehru Medical College. It outlines the 18 step process a patient goes through, from initially registering at the reception desk to receiving a follow up consultation. Key steps include being referred to a specialty department, meeting with an intern or consultant, undergoing examinations and tests, receiving a diagnosis and treatment plan, and a follow up visit. The blueprint aims to map the patient's experience and critical service elements at the hospital from their point of view.

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    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd

    Blueprint

    Uploaded by

    teetu_tomar2987
    322 views4 pages
    The document provides a service blueprint for a hospital visit at Jawaharlal Nehru Medical College. It outlines the 18 step process a patient goes through, from initially registering at the reception desk to receiving a follow up consultation. Key steps include being referred to a specialty department, meeting with an intern or consultant, undergoing examinations and tests, receiving a diagnosis and treatment plan, and a follow up visit. The blueprint aims to map the patient's experience and critical service elements at the hospital from their point of view.

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    © Attribution Non-Commercial (BY-NC)

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    The document provides a service blueprint for a hospital visit at Jawaharlal Nehru Medical College. It outlines the 18 step process a patient goes through, from initially registering at the reception desk to receiving a follow up consultation. Key steps include being referred to a specialty department, meeting with an intern or consultant, undergoing examinations and tests, receiving a diagnosis and treatment plan, and a follow up visit. The blueprint aims to map the patient's experience and critical service elements at the hospital from their point of view.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    322 views4 pages

    Blueprint

    Uploaded by

    teetu_tomar2987
    The document provides a service blueprint for a hospital visit at Jawaharlal Nehru Medical College. It outlines the 18 step process a patient goes through, from initially registering at the reception desk to receiving a follow up consultation. Key steps include being referred to a specialty department, meeting with an intern or consultant, undergoing examinations and tests, receiving a diagnosis and treatment plan, and a follow up visit. The blueprint aims to map the patient's experience and critical service elements at the hospital from their point of view.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 4

    SERVICE

    BLUEPRINT FOR
    HOSPITAL
    SERVICE MARKETING

    Submitted To

    Dr. Sudarshan Seshanna Submitted By

    Group – 6

    Lokesh Mahajan (08PG168)

    G Praneetha (08PG301)

    Pavan Kumar Ghargi (08PG326)

    Nupur Saxena (08PG321)

    Sumanta Roy (08PG057)

    Yogesh Patel (08PG070)


    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.

    Chosen Service - Hospital Industry

    Visited Service Business – Jawaharlal Nehru Medical College

    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.

    Procedure followed at JNMC hospital


    1. Patient goes to the main Reception desk and gets an OPD (Out Patient Department)
    card.

    2. Depending on the complaint, patient is referred to the specialty department

    3. Patient meets the receptionist of the specialty department and specialty department
    OPD is made

    4. Patient is sent to a Consulting room

    5. (In a non teaching Hospital) patient is sent to a consultant/(In a teaching


    Hospital)Intern or Post Graduate attend to the patient
    6. Complaints are noted down and patient is sent to Examination room

    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

    10. Required investigations are prescribed

    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

    15. Final diagnosis is done and treatment is prescribed

    16. Patient is given up a follow date(Usually 15 days, depending on the issue and asked to
    come on same day to meet the same consultant)

    17. Patient comes back on the specified date and meets the consultant

    18. Consultant again checks the patient and if any other tests then it is noted on the OPD.
    If patient has recovered then also it noted on the OPD.

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