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Service Blueprint templates

Service Blueprint — Hospital discharge

Inpatient discharge flow with medication reconciliation and follow-up scheduling.

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Hospital DischargeInpatient → home, with medication reconciliationEVIDPhysicalevidence1Discharge plan sheet2Wristband removed3Prescription bag4Follow-up card5Transport voucherCUSTCustomerjourney1Receives discharge plan2Asks questions3Picks up meds4Books follow-up5LeavesLINE OF INTERACTIONFRONTFrontstageactions1Explain plan2Counsel on meds3Hand over Rx4Schedule follow-up5Walk patient outLINE OF VISIBILITYBACKBackstageactions1Verify clinical criteria2Reconcile meds3Submit Rx to pharmacy4Notify PCP5Free up bedLINE OF INTERNAL INTERACTIONSUPPSupportprocesses1EHR (Epic)2Pharmacy system3Care-coordinationplatform4Bed-management system5Patient portalNOTES• Bed turnaround target 90 min from MD sign-off; misses cascade to ED boarders.• 30-day readmission risk drops 17% when discharge call happens within 48h.

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title: Hospital Discharge
subtitle: Inpatient → home, with medication reconciliation

evidence:   Discharge plan sheet | Wristband removed | Prescription bag | Follow-up card | Transport voucher
customer:   Receives discharge plan → Asks questions → Picks up meds → Books follow-up → Leaves
frontstage: Explain plan | Counsel on meds | Hand over Rx | Schedule follow-up | Walk patient out
backstage:  Verify clinical criteria | Reconcile meds | Submit Rx to pharmacy | Notify PCP | Free up bed
support:    EHR (Epic) | Pharmacy system | Care-coordination platform | Bed-management system | Patient portal

note: Bed turnaround target 90 min from MD sign-off; misses cascade to ED boarders.
note: 30-day readmission risk drops 17% when discharge call happens within 48h.