ServiceBlueprinting as a service management tool in radiology

Purpose: To describe the ServiceBlueprint model as a suitable method of service management in clinical medicine using the example of the routine clinical setting of a radiological department.

Materials and methods: ServiceBlueprinting is a concept for the analysis, visualization, and optimization of service processes. To investigate whether the model will also provide a suitable representation of medical services, particularly the provision of radiological services, ServiceBlueprints were created for the modality computed tomography (CT). To this end, an independent observer analyzed the workflow of 40 consecutive CT examinations.

Results: The ServiceBlueprint provided an analysis of the status quo of the service processes in CT imaging modality. Weak points in the processes thus became immediately apparent. The model could also be used for personnel management in that it helped to define the roles of staff members from different categories in the value-added process. It served as a basis for the implementation of quality management systems according to Total Quality Management (TQM) and DIN-EN-ISO-9001:2000.

Conclusions: The ServiceBlueprint model is a service management concept that is also suitable to visualize medical service processes in routine clinical settings like in a radiology department and has a multifarious potential in process optimization, implementation of quality management systems, and human resources management.