Pharmacy
الصيدلية — Service Blueprint
3
Journey Stages
8
Customer Needs
5
Issues Found
3
High Severity
Service Blueprint Map
| Stage | Patient Actions | Onstage Actions | Backstage Actions | Support Processes |
|---|---|---|---|---|
1 Prescription Receipt | Present prescription (electronic or paper) | Receive prescription, verify patient identity, confirm medication list, provide estimated wait time | Check drug interactions, verify dosages, check insurance coverage, prepare medications | Pharmacy SystemDrug Interaction DatabaseInsurance Verification |
2 Preparation & Waiting | Wait in pharmacy area, monitor queue display | Display queue status, offer seating, update patient if delays occur | Prepare medications, double-check labels, package appropriately | Queue DisplayAutomated DispensingQuality Check |
3 Dispensing & Counseling | Receive medications, ask questions | Call patient, verify identity again, explain each medication (name, purpose, dosage, timing, side effects), use teach-back, provide written instructions | Document counseling, update patient medication profile, flag interactions | Medication Guide SheetsCounseling AreaPatient Profile |
Patient Actions
Present prescription (electronic or paper)
Onstage Actions
Receive prescription, verify patient identity, confirm medication list, provide estimated wait time
Backstage Actions
Check drug interactions, verify dosages, check insurance coverage, prepare medications
Support Processes
Pharmacy System, Drug Interaction Database, Insurance Verification
Customer Needs
Staff Behavior Standards
AIDET® Communication Script
Scenario
"Patient picks up prescribed medications"
Acknowledge
Mr./Ms. [Patient Name]? Your medications are ready. Please come to the counter. (Friendly, clear voice)
Introduce
I am [Your Name], the pharmacist. I would like to go through your medications with you to make sure everything is clear.
Duration
This will take about 3-4 minutes, but it is very important for your safety.
Explanation
You have [number] medications today. Let me explain each one: (1) [Medication Name] — this is for [purpose]. Take [dosage] [timing]. The most common side effect is [X], which usually goes away after a few days. (2) [Continue for each medication]. Please take this medication [with/without] food. Store it [instructions]. Do not take it with [interaction warning]. Can you tell me back how you will take this medication, just so I know I explained it clearly?
Thank You
Thank you for your patience, Mr./Ms. [Patient Name]. Here is a written summary of all your medications. If you have any questions at home, please call our pharmacy hotline at [number]. We are always here to help.
H.E.A.R.T. Service Recovery Script
Scenario
"Patient upset about medication being out of stock"
Hear
Listen to the patient's frustration about not getting their prescribed medication.
Empathize
I completely understand your frustration, Mr./Ms. [Patient Name]. You came here expecting to get your medication, and I know this is inconvenient.
Apologize
I sincerely apologize that [medication name] is currently out of stock. This should not have happened.
Respond
I have two options for you: (1) I can contact the doctor to suggest an equivalent alternative that is available right now, or (2) I can reserve it for you and call you the moment it arrives — which should be within [timeframe]. Which would you prefer?
Thank
Thank you for your understanding. I have made a note to ensure this does not happen again. We will [chosen option] and follow up with you personally.