Managing Services

Herding the Patient

Bayside General Hospital is trying to streamline its operations. A problem-solving group consisting of a nurse, a technician, a doctor, an administrator, and a patient is examining outpatient procedures in an effort to speed up the process and make it more cost-effective. Listed here are the steps that a typical patient follows for diagnostic imaging:

• Patient enters main hospital entrance.
• Patient takes a number and waits to be called to registration desk.
• Patient registers.
• Patient is taken to diagnostic imaging department.
• Patient registers at diagnostic imaging reception.
• Patient sits in department waiting area until dressing area clears.
• Patient changes in dressing area.
• Patient waits in dressing area.
• Patient is taken to exam room.
• Exam is performed.
• Patient is taken to dressing area.
• Patient dresses.
• Patient leaves.

1. 1. Create a service blueprint of the procedure and identify opportunities for improvement.
2. 2. Describe what elements of a service scape would make this service more palatable to the customer and efficient for the hospital staff.