after reading this usecase please help to solve the following question .

Question :

-draw detailed Service Blueprint for the process.then ,

-Analyze the process to identify at least two potential failure points in the process and show how Poka-yoke techniques can be used to overcome these failures .

Process Analysis at Arnold Palmer Hospital Video Case The Arnold Palmer Hospital (APH) in Orlando, Florida, is one of 4. The pregnant woman is then taken to L&D Triage on the 8th the busiest and most respected hospitals for the medical treatment floor for assessment. If she is in active labor, she is taken to of children and women in the U.S. Since its opening on golfing an L&D room on the 2nd floor until the baby is born. If she is legend Amold Palmer's birthday September 10, 1989, more than not ready, she goes to Steps 1.6 million children and women have passed through its doors. It 5. Pregnant women not ready to deliver (i... no contractions is the fourth busiest labor and delivery hospital in the U.S. and or false alarms) are either sent home to return on a later date one of the largest neonatal intensive care units in the Southeast and reenter the system at that time, or if contractions are not APH ranks in the top 10% of hospitals nationwide in patient sat- yet close enough, they are sent to walk around the hospital isfaction grounds (to encourage progress) and then return to L&D **Part of the reason for APH's success." says Executive Triage at a prescribed time. Director Kathy Swanson. "is our continuous improvement pro- 6. When the baby is born, if there are no complications, after cess. Our goal is 100% patient satisfaction. But getting there 2 hours the mother and baby are transferred to a "mother means constantly examining and reexamining everything we baby care unit" room on floors 3. 4. or 5 for an average of do, from patient flow, to cleanliness, to layout space, to a work- 40-44 hours friendly environment, to speed of medication delivery from the 7. If there are complications with the mother, she goes to an pharmacy to a patient. Continuous improvement is a huge and operating room and/or intensive care unit. From there, she never-ending task." goes back to a mother baby care room upon stabilization or One of the tools the hospital uses consistently is process charts is discharged at another time if not stabilized. Complications like those in Figures 7.4 to 7.7 in this chapter and Figure 6.6(e) for the baby may result in a stay in the neonatal intensive in Chapter 6). Staffer Diane Bowles, who carries the title "clini- care unit (NICU) before transfer to the baby nursery near the cal practice improvement consultant." charts scores of processes. mother's room. If the baby is not stable enough for discharge Bowles's flowcharts help study ways to improve the turnaround with the mother, the baby is discharged later of a vacated room (especially important in a hospital that has 8. Mother and/or baby, when ready, are discharged and taken pushed capacity for years), speed up the admission process, and by wheelchair to the discharge exit for pickup to travel home. deliver warm meals warm. Lately, APH has been examining the flow of maternity patients Discussion Questions (and their paperwork) from the moment they enter the hospital until they are discharged, hopefully with their healthy baby, a day 1. As Diane's new assistant, you need to flowchart this process or two later. The flow of maternity patients follows these steps: Explain how the process might be improved once you have completed the chart 1. Enter APH's Labor & Delivery (L&D) check-in desk 2. If a mother is scheduled for a Caesarean-section birth (ie, the entrance. baby is removed from the womb surgically), how would this 2. If the baby is born en route or if birth is imminent, the mother flowchart change? and baby are taken directly to Labor & Delivery on the sec 3. If all mothers were electronically for manually) preregistered. ond floor and registered and admitted directly at the bedside how would the flowchart change? Redraw the chart to show If there are no complications, the mother and baby go to your changes Step 6: 4. Describe in detail a process that the hospital could analyze, 3. If the baby is nor yet born, the front desk asks if the mother besides the ones mentioned in this case. is pre-registered. (Most do preregister at the 28- to 30-week pregnancy mark.) If she is not, she goes to the registration "You may wish to view the video that accompanies this case before office on the first floor addressing these questions