Service design blueprints are a tool used by healthcare organisations to understand the functions and processes of all aspects of their service. A poor patient experience is often indicative of internal shortcomings within the clinic. In this case, mapping your service design can provide valuable insight into what is occurring behind the scenes, allowing healthcare providers to refresh and restructure their approach for better results.
Getting things right behind the scenes can result in a better patient experience
Service design in healthcare revolves around the ‘line of visibility’. Much like in theatre, all activities felt or observed by patients are considered ‘front stage’ or ‘above the line’, whereas the backstage processes that they are unaware of are considered ‘below the line’.
Interactions with staff comprise of a significant portion of the patient’s front stage experience. Happy, calm, and communicative employees are proven to make patient journeys more enjoyable. However, workplace morale is consistently a reflection of what is occurring behind the scenes, and internal dysfunction is likely to cause a poor user experience. Stressed, confused, and uninformed staff communicate a sense of disorder to patients and a need for the organisation to rethink their service design.
Rethinking the process
Much can go wrong in the high-pressure environment of healthcare, so it is vital to control what you can. Mapping a service blueprint provides a breakdown of the people, processes, and resources that define the clinic experience, helping providers to determine points of weakness within the service and adjust accordingly.
Unnecessarily complicated procedures and poor communication with patients in the waiting room are backstage problems that are easily rectified by reconsidering your service design.
The importance of transparency
Frustrated patients don’t have to be the norm – clear and timely communication is often all it takes to alleviate unnecessary pressure from all users of a health care service. Mapping a service design blueprint can highlight potential roadblocks in the backstage process. At NEXA, we encourage healthcare providers to be transparent with their patients – blurring the ‘line of visibility’ will keep them feeling informed, manage their expectations, and create a more streamlined clinic experience.