Customer Value Chain

Patient arrives Patient assessment Patient care Patient stay Patient discharge
Healthcare Professionals
Admission process Initial assessment Treatment Treatment Final assessment
Directed transported to dept/ward Care plan Monitor progress Monitor progress Discharge process
– – Review Review –
Service Professionals
Clean main entrances & receptions Clean waiting areas, consulting rooms, sanitary areas Clean treatment areas, sanitary areas, corridors, stairs & lifts Clean bed space/room, sanitary areas, corridors, stairs & lifts, Kitchens Discharge clean bed space/room
Clean corridors,stairs and lifts – Specialist cleans Specialist cleans Patient interaction
Clean bed space/room – – Meal & beverage service –
Invisible Professionals
Window cleaning Consumable management Curtain changing Bed making Patient perception
Grounds Pest control Feminine hygiene – – –
Dust control mats Deep cleaning – – –
– Maintenance reporting – – –