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Using Service Blueprints to Visualize Pharmacy Innovations.

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  • 1Center for Pharmacy Practice Innovation, School of Pharmacy, Virginia Commonwealth University, Richmond, VA 23298, USA. david.holdford@vcu.edu.

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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.

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adherencecommunity pharmacistscompetitive advantagedesign thinkinginnovation sciencemedication synchronizationserviced marketing

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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.