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Using Service Blueprints to Visualize Pharmacy Innovations

Center for Pharmacy Practice Innovation, School of Pharmacy, Virginia Commonwealth University, Richmond, VA 23298, USA
Pharmacy 2019, 7(2), 43;
Received: 10 April 2019 / Revised: 29 April 2019 / Accepted: 1 May 2019 / Published: 8 May 2019
(This article belongs to the Special Issue Pharmacist Services)
PDF [348 KB, uploaded 8 May 2019]


Background: Applying the principles of service design can help pharmacists manage both the quality and patient perceptions of the services they provide. Service blueprints are a widely used service design tool that are rare in the healthcare literature. They can be used to design new services or revisit the design of established services. This paper describes service blueprints and their uses, and illustrates how to build one using an example. Methods: A blueprint is built for appointment-based medication synchronization services to illustrate the tool. Conclusions: Service blueprints permit pharmacists to better see and understand service processes. They clarify the process of service delivery and the roles of customers, service providers, and supporting services. They provide a way of depicting complex services in a concise visual way that communicates details at a glance. Pharmacists who utilize service blueprints can improve the consistency and quality of services provided, and they can increase the chance that every interaction with patients sends a positive message about the value of pharmacist services. View Full-Text
Keywords: serviced marketing; design thinking; medication synchronization; community pharmacists; innovation science; adherence; competitive advantage serviced marketing; design thinking; medication synchronization; community pharmacists; innovation science; adherence; competitive advantage

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This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).

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Holdford, D.A. Using Service Blueprints to Visualize Pharmacy Innovations. Pharmacy 2019, 7, 43.

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