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Felsbergstrasse 37 | 64367 Mühltal
Telefon: 06167 913 555
hellmeister@inno-works.de
www.inno-works.de
SERVICE DESIGN______________________________________________________________________________________________________
PRAXIS WORKSHOP
Zeitbedarf ca. 2 Std. (ohne vorbereitende Interviews)
BEOBACHTEN &
BEFRAGEN
BEDÜRFNISSE VON
PATIENTENGRUPPEN
VERSTEHEN
PLANEN &
GESTALTEN
1. Patientenbefragung______________________________________________________________________________________________________
Legen Sie Ihren Patienten Blatt A vor, auf diesem sind die groben Stationen eines Praxisbesuchs
dargestellt.
Stellen Sie Ihren Patienten dazu die Interviewfragen von Blatt B.
TERMINVEREINBARUNG
ANMELDUNG
WARTEZIMMER
UNTERSUCHUNG
1 2
VORUNTERSUCHUNG
3
4
5
6
VERABSCHIEDUNG
NEUER TERMIN
7
BLATT A
Haben Sie Verbesserungsvorschläge? Auf einer Skala von 1 -10, wie wahrscheinlich ist es
das Sie die Praxis einem guten Freund
weiterempfehlen werden ?
(1=Wohl kaum! 10= sehr wahrscheinlich!)
Interviewleitfragen Service Design Praxisworkshop
Welchen Teil Ihres Besuchs in der Praxis haben Sie
am negativsten erlebt? Was daran?
1 2 3 4 5 6 7 8 9 10
O O O O O O O O O O
Welchen Teil Ihres Besuchs in der Praxis haben Sie
am positivsten erlebt? Was daran?
BLATT B
2. Workshop (Teil 1_Patienten Profiling)
______________________________________________________________________________________________________
Erstellen Sie mit Hilfe von Blatt C „Patienten Profile“ für insgesamt drei Ihrer wichtigsten
Kundengruppen.
Welches sind die wichtigsten Stakeholder Ihrer
Praxis?
Welches sind unsere wichtigsten Patientengruppen?
(Die Großen, die Schwierigen, die Ertragsreichsten,
Die Künftigen usw.)
Name:
Alter:
Familienstatus:
Profession:
Lebensumfeld:
Ein Typischer Tagesablauf
Bedürfnisse
Sorgen, Vorurteile, Ängste etc.
Bevorzugte Tätigkeiten, Hobbies,
Interessen etc.
Wer beeinflusst den Kunden?
Mitbetroffene, Multiplikatoren wie Kinder, Enkel
Ehepartner, Freunde etc.
Der Praxisbesuch ist für mich wie...
Eine Botschaft mit dem wir den Patienten für uns
gewinnen bzw. auf uns aufmerksam machen!
BLATT C
______________________________________________________________________________________________________
Erarbeiten Sie auf Grundlage der Patientenbefragung und der drei Patientenprofilen eine
Patientenjourney und erste Verbesserungsvorschläge. Nutzen Sie hierfür bitte Blatt D.
Wir empfehlen die Matrix von Blatt D auf eine größere Papier oder Pinnwandfläche zu
übertragen und mit Post it‘s zu arbeiten.
3. Workshop (Teil 2_Patienten Journey)
TERMIN
VEREINBARUNG
ANMELDUNG WARTEZIMMER UNTERSUCHUNG
VOR-
UNTERSUCHUNG
VERABSCHIEDUNG NEUER TERMIN
Patienten Journey
Bedürfnisse
unserer
Patienten
Sorgen,
Ängste
unserer
Patienten
+
0
-
E
M
O
T
I
O
N
Ideen/
Verbesserungs-
vorschläge
BLATT D
Praxis Check up?
Wir freuen und auf Ihren Anruf
______________________________________________________________________________________________________
Felsbergstrasse 37 | 64367 Mühltal
Telefon: 06167 913 555
hellmeister@inno-works.de
www.innoworks-academy.de

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Praxis Checkup: Service Design in der Arztpraxis