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Using Service Blueprints to Visualize Pharmacy Innovations
1Center for Pharmacy Practice Innovation, School of Pharmacy, Virginia Commonwealth University, Richmond, VA 23298, USA. david.holdford@vcu.edu.
Pharmacy (Basel, Switzerland)
|May 11, 2019
Summary
Service blueprints, a visual tool, help pharmacists improve service quality and patient perception. This method clarifies complex processes, enhancing consistency and communication in pharmacy services.
Area of Science:
- Pharmacy Practice
- Service Design
- Healthcare Management
Background:
- Service design principles can enhance pharmacist-provided services.
- Service blueprints are underutilized in healthcare literature.
- These blueprints aid in designing new or redesigning existing services.
Purpose of the Study:
- To describe service blueprints and their applications in pharmacy.
- To illustrate the construction of a service blueprint using a practical example.
Main Methods:
- A service blueprint was developed for appointment-based medication synchronization services.
- This process demonstrated the practical application of the blueprint tool.
Main Results:
- Service blueprints offer a clear visual representation of service delivery processes.
- They delineate the roles of patients, providers, and support systems.
- Complex services are depicted concisely, facilitating quick understanding.
Conclusions:
- Pharmacists can gain a better understanding of service processes using blueprints.
- Implementation can lead to improved service consistency and quality.
- This approach enhances positive patient interactions and perceived value of pharmacy services.
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