Service Blueprint/Customer Journey Mapping for Mehiläinen Clinic

Sofia Nyyssรถnen

Patient’s actions - The customer segment is an ocupational health patient who visits the Mehiläinen clinic for the first time.

-It is very convenient that she can make an appointment online.

- The online appointment service allows her to choose the nearest Mehiläinen clinic as well as the physician she prefers.

-She is hoping, at this point, that she does not need to wait long to see the doctor.

Customer Journey Map at Mehiläinen Clinic Making an appointment online

F e e l i n g s

Check in at the front desk

Waiting in the waiting room

The doctor appointment

- Patient feels anxious and stressful.

- Patient arrives to the - The patient needs -The patient needs clinic feeling anxious information about what attention of the doctor and tired, to expect . and reassurance that she’s in good hands.

"I hope making an -She looks for -“It’d be nice to be able appointment online information and to read the testimonials -"I hope to be able to is not too comfort. of the previous explain my symptoms to complicated" patients". doctor clearly“ - "I hope I don't have to "How soon can I wait long". "I hope I can -"I wish I could know - "I hope doctor is meet the doctor?" easily find the doctor's how experienced the trustworthy” room" doctor is and know more about him".

Visit to laboratory

Paying at the cashier

-"I hope I don't have - Feeling more to wait for the at ease than at results long" the beginning.

-Watching TV and browsing magazines helps.

Customer Journey Map

S e r v i c e

S o l u t i o n s

- Patient can arrange her appointments over the Internet

- First line of interaction with the backstage processes is booklet " Oma Mehiläinen“.

- Front desk staff has -The standard time for sent a confirmation to the appointment is 20 the occupational health min. but the doctor doctor that the patient takes time to get has arrived via computer familiar with the -Choose an and doctor calls the patient and her occupational health -Provides information on patient by name. circumstances. doctor or a nurse the digital services from the list, (patient's own profile -The doctor's notes and online with lab tests patients results are - SMS message sent results and medical stored in the clinic's to mobile phone to history stored and system and available to remind of the available anytime). the patient via “Oma appointment Mehiläinen” service.

- The booklet is not personalized and does -Doctor sends patient not give the overview of to laboratory. the clinic visit.

-Taking the blood sample last 7 minutes and the results are sent directly via computer to the doctor who calls the patient upon receiving them.

-Doctor diagnoses the condition and proscribes the medication.

- The staff member hands out brochures on e-service “Oma Mehiläinen” - The staff member provides guidance to the nearest library

PHYSICAL EVIDENCE

Home computer

Front desk

Hallway

Waiting room

PATIENT’S ACTIONS

Make an appointment online

Check in

Walk to the waiting room

Wait in the waiting room

Line of interaction ONSTAGE CONTACT PERSON

Exam room

Waiting room

Talk to the doctor

Wait

Lab

Take the tests

Front desk

Home computer

Talk to the doctor

Check out and pay

”Oma Mehiläinen”

------------------------------------------------------------------------------------------Call the patient

Welcome

Take the blood sample

Check the patient

Line of visibility Check the patient data

BACKSTAGE CONTACT PERSON

See other patients

Line of internal interaction

SUPPORT PROCESSES

Exam room

Database sysemt

Shedule system

Patient’s records/Data base

Service Blueprint of Mehiläinen Clinic

Process the blood sample

See the patient and diagnose

Process &check out

Physical evidence

-Mehil채inen has corridors that allow for informative, comfortable, and guided interactions among staff and patients.

-There is, however, very little information that would give a new patient an overview of the patient journey, one clinic visit or the medical staff.

Onstage contact persons - What the patient appreciates most is that she does not need to wait long to see he doctor

What the medical staff appreciates is the quality of database and the fact that the patient data is stored and available.

Backstage contact person - The patient’s interaction with the support processes is at the cashier when the front desk staff hands out the broshure on e-service ”Oma Mehiläinen”

-OmaMehiläinen is an open and free-of-cost e-service where patient can access her medical information, laboratory and other tests and keep record of the visits to any Mehiläinen clinic throughout the country. Patient can log in with online bank identifiers.