SERVICE BLUEPRINT

Service Blueprint

Executive Summary

Baylor All Saint Medical Centre, located in Fort Worth, is a full-service hospital that is proving comprehensive range of medical care services. It has 525 licensed beds medical facility; treated more than 52,000 OPD patients, and visits to the emergency department were nearly 35,000. More than 20,000 patients were admitted in the hospital; majority of these patients went through general surgery and intensive care treatment phase.

Complexity in the preliminary examination phase has increased the serving time of patient. A patient has to pass through various examination phases before the final diagnosis and recommendation of doctor to transfer the patient to surgical treatment department. This involves redundancy of the process, and repetitive actions occurrence, such as dual registration of the patient when he moves to specialty department. Service blueprint shows that All Saint Medical Centre should revise its service delivery process to improve service quality dimension and patient satisfaction. Implementation of EMR system would enable enhancing the level of interaction of patient and increase flexibility through the online registration for the appointment of doctor.

Revised service blueprint removes the duplicated activities and connotes the reduction in service time with improve service delivery. Restructuring initiatives from online registration to discharge from hospital after getting general surgery treatment increases the possibilities to emanate the service quality improvement. Increase in the responsiveness of service delivery directly relates to the benefits that patients perceive from usage. The functionality of general surgery procedure reduces the costs and increases the likelihood of quality outcomes.

Service Blueprint

Company Overview

Baylor All Saint Medical Centre, located in Fort Worth, Dallas is providing medical care services since 1906 to Fort Worth and other Tarrant County communities. Baylor All Saints Medical Center is a full-service hospital that is providing a wide range of services to the community people. Baylor All Saints Medical Center has undergone significant changes since its formation to improve the quality of medical care services by improvising the service delivery mechanism. Major changes have been observed in the operational processes of the organization in the last decade that has distinct its services offering from its competitors.

Currently, Baylor All Saints Medical Center has 525 licensed beds medical facility. Joint Commission of Healthcare Organizations (JCAHO) accredited the medical care facilities of the organization (BHCS, 2010c). It offers a full range of medical services from general check-up to acute care surgery. Although All Saints Medical Centre is a for-profit organization, but since after its strategic alliance with the Baylor Healthcare System it also provides free medical care services to the deserving people of the community. It has designed excellence programs of cardiology, oncology, neurosciences, transplantation, and women's services. All Saints Medical Centre joined the Baylor Health Care System in 2002 that add-in to the value proposition of the medical service given by the hospitals (BHCS, 2010a).

Baylor All Saints Medical Center provides emergency care services, dental care, metabolic/digestive disease, spine care, ENT care, Scoliosis Car, Heart & Vascular treatment, Radiology, General Surgery, Urology & Urogynecology, and many other medical treatment services (BHCS, ...