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Your complete guide to patient journey mapping.

15 min read Healthcare organizations can increase patient retention and improve patient satisfaction with patient journey mapping. Discover how to create a patient journey map and how you can use it to improve your organization’s bottom line.

What is the patient journey?

The patient journey is the sequence of events that begins when a patient first develops a need for care. Rather than focusing on service delivery, the patient journey encompasses all touchpoints of a patient’s healthcare experience–from locating healthcare providers and scheduling appointments, to paying the bill and continuing their care after treatment.

Examining the patient journey is essential to improving the patient experience. Not all interactions a patient has with your organization are weighted the same. Gathering patient feedback and understanding perceptions all along the patient journey can help you to identify moments of truth : the touchpoints that have the biggest impact on patient loyalty.

Download eBook: The 3 steps to driving human-centered healthcare experiences

The patient journey vs. the patient experience

Unlike traditional patient experience measurement, the patient journey looks not only at service delivery but also at the steps the patient takes before and after they engage directly with your organization. It recognizes that patient interactions with a healthcare system go well beyond the walls of the medical facility itself.

What are the stages of the patient journey?

There are several stages along the patient journey. When gathering patient feedback, you should make sure to capture insights at each of these stages.

The visual stages of patient journey mapping

Stage 1: Awareness

The patient journey starts with awareness. In this stage, the patient identifies a need for care and begins searching for care providers. Examples of how patients learn about healthcare providers include online searches, review sites, marketing campaigns, networking, and community involvement.

Stage 2: Consideration

In the consideration stage, the patient weighs their options to determine if your health system can meet their needs. Factors patients consider include referrals, coverage and benefits, recommendations, access, and ratings and reviews. Often in this stage, patients interact with your website or social media pages or contact you via phone or email during this stage.

Stage 3: Access

The access stage is where the patient decides to schedule services with your healthcare organization. Direct patient engagement with your organization increases during this stage. You’ll engage with patients in a variety of ways including phone calls, the patient portal, text messages, and emails as part of the scheduling and new patient acquisition process.

Stage 4: Service delivery

The service delivery stage relates to the clinical care provided to your patients. Encompassed in this stage are the clinical visit itself, check-in and check-out, admission and discharge, and billing. Traditional patient satisfaction measurement centers around this stage of the patient journey.

Stage 5: Ongoing care

The ongoing care stage of the patient journey involves patient engagement that occurs after the interactions directly related to service delivery. In addition to wellness and care management, this stage may address social determinants of health and population health.

What is a patient journey map?

The best way to utilize the patient journey to enhance patient experiences is by journey mapping. A patient journey map is a visual tool that illustrates the relationship a patient has with a healthcare organization over time.

Patient journey mapping helps stakeholders to assess the patient experience from multiple perspectives. Journey maps provide a way to visualize the internal and external factors affecting patient flow and the different paths patients must take in order to reach their care goals.

What are the benefits of patient journey mapping?

Patient journey mapping can help you to visualize all of the steps patients take throughout the entire process of seeking, receiving, and continuing care. Creating a patient journey map is useful to identify pain points and gaps in care. Mapping the patient journey makes it easier to develop solutions that make a more seamless experience within your healthcare system.

Patient journey mapping benefits include:

Creating shared ownership of the patient experience
Refining your patient listening strategy
Aligning your organization with a common view of the patient experience
Measuring gaps between the intended experience for your patients versus the actual experience
Identifying and resolving common pain points for your patients

Four types of patient journey maps

When creating a patient journey map, there are four types to consider. Each type of map has an intended purpose. You might start your patient journey mapping with only one type and incorporate the others as your efforts progress.

Current state

A current state journey map tells the story of what patients do, think, and feel as they interact with your organization today. This type of patient journey map is ideally created using patient data and observational data.

The current state journey map is best for driving incremental improvements to enhance the patient experience.

Future state

A future state patient journey map tells the story of what you want your patients to do, think, and feel as they interact with your organization in the future. This type of map should capture the ideal journey you’d like to see for your patients.

The future state journey map is an effective tool to drive strategy, align teams, and communicate your visions for new services, processes, and experiences.

Day in the life

A day in the life patient journey map illustrates what your patients do, think, and feel today, within a specific area of focus. Patient personas are particularly useful when creating day in the life maps; these are discussed in greater detail below.

This type of patient journey map is intended to capture what your patients experience both inside and outside of the healthcare system. Day in the life maps are valuable to address unmet needs and determine how and when you can better engage your patients.

Service blueprint

A service blueprint is a simplified diagram of a current state or future state patient journey map. In the service blueprint, you add layers to illustrate the systems of people, processes, policies, and technologies surrounding each patient touchpoint.

For current state patient journey maps, the service blueprint can help to identify root causes of pain points. For future state, the service blueprint is helpful to visualize the systems or processes that can be put in place to support the intended patient experience.

How do you create a patient journey map?

Now that you know about the different types of patient journey maps and their roles in driving patient experience improvement, how do you get started on creating your own?

The most useful maps are those which can expound upon each touchpoint of the healthcare journey with operational data, such as patient demographics, as well as real patient insights and perspectives. Using a platform that can capture this data will aid significantly in your patient journey mapping process.

Patient journey mapping: getting started

Before you get started, it’s a good idea to engage individuals across all departments and include input from multiple stakeholders. Once you’re ready, follow these steps to begin creating an effective patient journey map.

Identify your target audience

What type of patient journey will you be mapping? There may be varying patient journeys within your organization; for instance, an oncology patient’s journey will look very different from that of an expectant mother. The journey of a patient with health insurance will differ from that of a patient without insurance. To map the patient journey, you’ll want to create robust patient profiles you can use to segment and track like-populations throughout the healthcare experience.

Establishing patient personas and segments

Not every patient will have the same healthcare goals. Creating patient personas based on behaviors and preferences is a good way to differentiate the needs and more clearly understand the perspectives of the unique populations you serve.

The ideal patient persona will include the following information.

Demographic information such as age group, gender, or location
Healthcare-specific goals, conditions, and treatments
Healthcare-specific challenges/pain points
Engagement patterns and expressed feedback
How your services fit into their life
Barriers to care

Specify a goal for the patient’s journey

The patient personas you create will all have unique goals within the care journey. The patient has a specific goal in mind when they initiate contact with your organization, whether it is treatment of symptoms, a diagnosis for chronic issues, or surgery.

Every interaction along the patient journey influences how successful the patient feels about achieving this goal. When mapping the patient journey, you’ll want to consider how the various touchpoints affect the patient’s ability to meet this goal.

Identify the patient’s steps to accomplish their target goal

This step is about how the patient views their care journey within your health system–not about the actual processes and systems your organization has in place. Effective patient journey mapping requires you to see how the patient navigates the journey through their point of view.

Omni-channel listening is a valuable strategy in this step of journey mapping. Listening to your patients across all the channels can provide a clearer picture of their perceptions and behaviors as they engage with your organization.

Some steps the patient takes may not even include your organization, but might still affect how they are interacting with you directly. For example, if a patient logs into their health insurance portal to check coverage for healthcare services, they are not engaging with your organization but this is still a part of their care journey that may feed into their interactions with your organization later on.

Uncover perceptions along the journey

Gather patient feedback along the touchpoints of the care journey to identify key emotional moments that may disproportionately shape attitudes. These insights shed light on what’s working and what’s not; they can also be used to highlight the moments of truth that contribute to patient loyalty.

Patient perceptions are an important piece of patient journey mapping; it will be difficult to drive action without them.

Additional tips for creating the ideal patient journey map

Patient journey mapping is a continuous process. Creating the map is the first step, but the true value is dependent upon maintaining the map as you continue to gather insights and refine processes.

This leads to the second tip: be ready to take action! You can use a patient journey map to draw conclusions about your patients’ experiences within your organization, but awareness alone will yield no benefits. The journey map is a valuable tool to be used in your wider improvement efforts.

How do you drive action using a patient journey map?

Once your patient journey mapping is complete, it’s time to put it to good use. Here are five ways patient journey maps can be used to drive action.

Identify and fix problems

The visual layout of a journey map makes it ideal to identify gaps and potential pain points in your patient journeys. This will give you a better understanding of what’s working and what’s not. It will also help you to visualize where and how improvements can be made.

Build a patient mindset

Patient journey mapping enables you to incorporate more patient-centric thinking into your processes and systems. Use your map to challenge internal ideas of what patients want or need. Invite stakeholders to navigate the touchpoints along the healthcare journey to gain perspective.

Uncover unmet patient needs

By mapping the patient journey, you can build stronger patient relationships by listening across all channels to determine where experiences are falling short or where unmet needs emerge. This enables you to look for opportunities to expand alternatives, streamline initiatives, and create new, engaging ways for your patients to share feedback.

Create strategic alignment

Utilize your patient journey map to prioritize projects or improvement efforts. It can also help you to better engage interdepartmental staff to better understand policies and work together toward patient experience goals.

Refine measurement

Patient journey mapping is a great resource to use when defining patient satisfaction metrics and identifying gaps in how you currently gather insights.

How does patient journey mapping increase your bottom line?

Patient journey mapping can increase your bottom line by laying the foundation for improved patient satisfaction and higher retention.

Organizations across all industries are looking to understand customer journeys in order to attract and retain customers by gaining deeper insights into what drives the consumer experience.

As healthcare becomes more consumer-driven, health systems must similarly map the patient journey to improve the patient experience and boost retention. The cost of patient acquisition, combined with the fact that patients are willing to shop around for the best healthcare experience, means success depends on creating the most seamless patient journey possible.

The tools for success

For the most impactful patient journey mapping experience, you’ll want the ability to link your operational and experience data to your journey map’s touchpoints. Insights about what has happened at each touchpoint, as well as why it is happening, empower you to create experiences that meet patient expectations and drive up satisfaction.

Here are some best practice considerations as you develop your patient journey mapping strategy:

Create a shared understanding throughout your health system of how your patients interact with your organization, and you’ll know the roles and responsibilities of your different teams
Design a unique patient journey based on multichannel, real-time feedback from the patient
Consider the frequency with which topics emerge in feedback, as well as the emotional intensity behind them to zero in on what improvements can drive the greatest impact
Develop empathy and collaboration between teams, working together to achieve the same outcome
Drive a patient-centric culture by developing a shared sense of ownership of the patient experience
Connect your operational patient data with your patient experience feedback in one system
Leverage a closed-loop feedback system that triggers actions for immediate responses to patient concerns

Qualtrics’ XM Platform™ is designed to support all of these actions throughout the journey mapping process.

The 3 steps to driving human-centered healthcare experiences

Related resources

Patient feedback 15 min read, healthcare branding 13 min read, patient journey 10 min read, patient experience 12 min read, symptoms survey 10 min read, nurse satisfaction survey 11 min read, cahps surveys 6 min read, request demo.

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[Download Free Template] How to create a patient journey map

Patient journey mapping is a process that helps you—as healthcare providers—to visualize the complete experience of your patients who seek and use your care services.

This includes every single touchpoint (whether online or offline) that a patient encounters in the process of finding a care provider, scheduling an appointment, to having the consultation, and even post-care interactions.

A good understanding of a patient journey map, and all the pitfalls that the patient can encounter while seeking care, can help you pre-emptively improve your operations to deliver a delightful and consistent patient experience .

In this article, we’ll dive deeper into various aspects of patient journey mapping, stages of a patient journey, how to create a patient journey map and the benefits you can realize by using the right tools.

If you’d rather jump to the steps to create a patient journey map, you can do that as well. Go to:

What is patient journey mapping?

Patient journey mapping is the process of visualizing the connection between various interactions and touchpoints patients have during their relationship with a healthcare practice.

Mapping healthcare journeys helps providers understand:

What is the patient going through?
What are the patient’s primary concerns?
Is the patient able to cope with their diagnosis?
Is information regarding the patient’s diagnosis easily accessible?
Is the patient able to reach you to book a consultation easily?
Is the patient satisfied with the care they’re receiving?

With this knowledge, providers can spot inconsistencies, find operational bottlenecks, and devise strategies to improve them.

Healthcare providers need to be obsessed with patient journey. The journey begins way before a patient visits the healthcare facility to interact with the provider, and it ends a lot after their treatment. A good patient journey map integrates various virtual and physical touchpoints. Uzodinma Umeh, Chief Medical Officer, Zuri Health

Before we get into the steps to create a journey map, let’s look at the stages a patient goes through before any consultation.

5 crucial stages of a patient journey

The 5 stages common in most of the patient journeys are:

1. Awareness

The patient recognizes a need for care at this point and starts looking for providers.

The patient evaluates their symptoms, does research, thinks about potential medical issues that might need treatment, and may even interact with message boards.

It begins the moment when the patient experiences a symptom. Most of the time, they go online to find a treatment or a solution to their pain. Healthcare providers need to use this opportunity to position themselves virtually by offering a solution, allowing them to research treatments, and book appointments with ease. Uzodinma Umeh, Chief Medical Officer, Zuri Health

Online searches, review websites, advertising initiatives, networking, and friends/family referrals are a few examples of how patients find out about healthcare services.

However, patients may face certain challenges at this stage. Such as:

Lack of information about their condition
Inability to find a provider nearby who they think could help
Feelings of fear and anxiety regarding their concerns

The key to reaching patients at this stage lies in your online presence. You can help your patients by:

Publishing posts about the treatments you provide
Publishing educational blogs posts on your website about the conditions and how to manage them
Getting yourself listed on GoogleMyBusiness

It goes without saying, you should monitor the results of your efforts by using website analytics tools and collect patient feedback through surveys .

Baptist Health South Florida has nailed this stage by introducing an online triage tool on their website. It asks patients a series of questions around their symptoms and accordingly directs them to e-visit, ER, urgent care, or physician’s office.

Baptist Health South Florida - online triage tool to guide patients to the right care during their journey

2. Consideration

The patient analyzes their options to see if your healthcare facility can satisfy their needs. Referrals, coverage and perks, suggestions, accessibility, and ratings and reviews are all things that patients take into account during this stage.

When it comes to healthcare reviews and recommendations, 83% of patients trust their friends and family, while 62% trust reviews online from people they haven’t even met. This is exactly why healthcare businesses need to collect feedback and reviews physically and virtually to bring in patients from referrals. Chantelle Fraser, Vice President – Africa Sales, LeadSquared

Patients frequently interact with your website and social media accounts and call or email you. Additionally, if you are hard to get in touch with, they will go on to the next applicant.

At this point, you can find out more about your potential patient, specifically about their preferred method of communication, and make sure you provide it. For instance, if a patient prefers communicating via email, you should reach them on this platform.

Tools you can use to better connect with patients at this stage are:

Email marketing solutions that help automate emails that reach the right person at the right time,
Tools that help you segment visitors and create targeted ad campaigns,
Chatbots help you reach patients with concerns in real time and get a deeper understanding of their concerns.

3. Acquisition

Direct patient contact with your organization is the first indicator of the acquisition stage.

As part of the booking and new patient acquisition process, you will interact with patients via phone calls, the user portal, texts, and emails.

The patient generally arranges a meeting and visits a doctor or takes a telehealth consultation for a preliminary checkup.

Common challenges patients face at this stage are:

Lack of access to appointment booking portals and websites
Inability to reach providers at odd hours (e.g., 2 AM in the morning)
No-shows because of no reminder communications
Lengthy wait times at hospitals
Extensive paperwork before consultation

At this point, providers can use software to improve communications with patients. Such as:

Appointment scheduling solutions that help providers and patients find convenient timings for consultations.
Email automation tools that send notifications to patients before appointments to reduce the chance of no-shows.
Patient intake tools help them fill out forms and answer pertinent questions before they visit the facility.

4. Service

The stage of service delivery has to do with the medical care you administer to your patients. The medical consultation itself, check-in and check-out, registration and discharge, and payment are all components of this step.

The type of service you provide will determine the patient’s satisfaction from your practice.

Common challenges providers face at this stage are:

Difficulty locating comprehensive patient information across different touchpoints at the facility.
Administering the necessary treatment and meeting patient expectations.
In cases where the patient opts for home care, the inability to monitor and track their progress poses a significant challenge to the treatment process.

The bulk of patient issues is rarely solved in the medical office. The patient’s experience persists into the treatment phase after assessment and any related procedures. They might receive an in-patient or out-patient plan or receive medicine and get discharged.

At this point, you want to go beyond just calling to see how the patient is doing with their medicine and use the knowledge you have collected about them to deliver personalized care.

Tools that can help providers at this stage are:

Billing and payment software that enables the speedy processing of invoices and collection of money through the patient or insurer.
A tool that unifies patient data and offers visual reports on a healthcare dashboard that is easy to use and accurate in its data collection and analysis.
A communication tool that allows patients to contact their healthcare provider whenever necessary and update their status as it changes.
Feedback collection tools like patient satisfaction surveys and questionnaires to gather information and testimonials for future use.

5. Loyalty (on-going care)

The best way to retain and nurture patients over time is to carry out post-visit follow-ups and keep track of their recovery.

The patient journey also includes post-operation and post-visit care for your patients. You can use technology to take care of your patients by sending visit reminders, notify them of when their next vaccination is due, schedule house calls and much more. Collecting feedback and implementing it on a macro-level is another important post-visit step. Uzodinma Umeh, Chief Medical Officer, Zuri Health

Most healthcare providers often overlook this phase of the patient’s journey. Regardless of whether a patient’s treatment goes well or not, it is still necessary for the provider to follow up with them thereafter.

Challenges hospitals face at this stage are:

Difficulty keeping in touch with patients as they recover or face issues during the aftercare process
Measuring patient satisfaction and their response to the treatment
Offering the necessary information to speed up recovery and keep patients aware of different reactions they may have when receiving care

Providers must keep an eye on the patient’s aftercare and monitor their interactions with them. This phase is crucial because it guarantees the patient’s long-term welfare and lowers the likelihood of readmission.

Tools that can help at this stage are:

Tools that track and monitor the patient’s progress, like a healthcare smartwatch or diagnosis tools
CRMs that help send notifications to patients to update them on recurring appointments and consultations

Note that these stages may differ from one patient to another. This is why it is vital to create patient journey maps to understand gaps in your service and meet patient needs.

How to create a patient journey map

Journey maps are mainly of the following four types:

Current state : Useful for illustrating what your patients do, think, and feel as they interact with your practice with your present system.
Future state : Useful for illustrating your patient experiences with your practice in the future (usually goes well with your plans to implement a new system/technology).
Day in the life : This journey map illustrates what your patients do, think, and feel with or without your product or service.
Service blueprint : It is generally a roadmap with action items and support processes.

Creating all four types of journey maps may not be required for your practice, especially when your goal is to understand your current standing. In the following section, we’ll learn how to create a patient journey map using the current state journey map.

Create a patient journey map in 7 simple steps

FullStory has come up with a simple and easy-to-remember technique for creating journey maps. It includes 7 D’s, which are as follows:

Define: business goals
Describe: personas or customer attributes
Determine: touchpoints
Design: the journey (lay out the steps a customer takes while buying a product/service from your brand)
Designate: tag milestones, motivations, frustrations
Decide: Flag events that need action
Deploy: people, process, and technology to act upon 6

We’ll apply this technique with some modifications to create journey maps for the healthcare sector.

Step 1: Define your goals

Why do you want to create a journey map?

You might be facing certain challenges for which mapping a patient journey seems like a good starting point. For example,

To reduce no-shows
To increase retention
To increase patients from referral sources
To increase intake, and so on.

Answering the “ why ” part will give you clarity on the purpose of creating a patient journey map and help you sketch the journey in a definitive direction.

Step 2: Define your patient attributes

You must be getting leads from your outreach, marketing, or referral programs. You’ll need to know whether you’re attracting the right patients to whom you can serve.

Mapping patient attributes with the services you provide will help you tune your marketing, outreach, and referral programs. Lay out every single bit of information you have about your patients. Such as:

Demographic info : location, age, gender, ethnicity, education, employment, etc.
Engagement : appointment history, communication channels, feedback/satisfaction score, etc.
Health goals : challenges, conditions, treatment history, barriers to getting care, etc.

Create an ideal patient profile based on the information you have about your patients. You can also use your CRM data to gain insights into how they came to know about you, their interactions with your facility, and more.

Explore LeadSquared’s Healthcare CRM

Purpose-built to increase patient intake, engagement, and retention.

Note: Create separate journey maps for each patient profile you create. It will help you analyze patient experiences more deeply.

Step 3: Determine touchpoints

Touchpoints are the ways in which patients interact with your practice. They can be online like scheduling apps, websites, ads, etc., or offline interactions like phone calls, OPD walk-ins, etc.

Some of the common touchpoints in the healthcare patient journey are:

Appointment scheduling : WhatsApp, text messaging, phone calls, patient portals, mhealth platforms, provider’s healthcare apps, etc.
Pre-check-in : appointment confirmations and reminders on email, WhatsApp, app notifications, text messages, phone calls
Check-in and during care : intake process (digital or physical), video consultation, telehealth, insurance verification, etc.
Post-visit : diagnosis notes, follow-up consultation scheduling, reminders, feedback via email, WhatsApp, app notifications, and text messages.

Depending on the nature of your practice the touchpoints will vary. The idea is to note down all the possible sources of interactions with your patients.

Step 4: Design a visual journey

Once you’ve identified the touchpoints, it’s time to create a visual journey that your team can easily understand.

You can plot:

Journey stages
Customer interactions and actions
Your patient’s needs and pains
Touchpoints
Their sentiments during those interactions

Concurrently, mark the areas of improvement and who can own them.

Also, keep your ideal patient profile and goal cards side by side to ensure you’re moving in the right direction.

You can bookmark this page or download an editable PDF patient journey mapping template:

Step 5: Designate milestones, motivations, frustrations

This step of a patient journey highlights various kinds of friction a patient may encounter while contacting you for your product/service.

For example, patients may not book an appointment because of one of the following reasons:

UI issues – If the interface through which they’re trying to schedule a consultation is not working at that time, patients may not be able to book an appointment.
Cognitive load – If the UI (User Interface) is not intuitive enough or too complex to understand, or the patients find it difficult to navigate to the services they see, they may drop off.
Emotional friction – What patients are feeling at that moment will determine their action on opting for your services.

This exercise helps the admin understand what to fix and how to fix it.

Step 6: Decide on the actions you need to take

Until step 5, the journey was looked upon through the patient’s lens. Now that there’s better clarity on patient experiences and hesitations, it’s time to look at the back-office tasks that can be improved.

It involves identifying the areas of improvement and how that can be done.

Step 7: Deploy people, process, and technology to achieve your goals

In this final step of creating a patient journey map, you assign roles, delegate tasks, and procure tools to act on the areas of improvement identified.

Best practices to follow while creating a patient journey map

When you’re just starting off, learn the journey mapping fundamentals and research existing journey maps for healthcare.

Here are some helpful resources:

Neilsen Norman Group’s Journey Mapping 101
Atlassian’s team playbook on Customer Journey Mapping
Understanding Patient Journey webinar by LeadSquared

Once you’ve understood the basics, follow these best practices to create a patient journey map.

Set clear goals . Define what you wish to achieve from your patient journey map.
Do not mix all the information in one map. Create different journey maps for different patient profiles .
Involve different stakeholders. Do not restrict it to one team or department for sharing their inputs.
Keep it simple . You may not need fancy tools or lots of graphics and colors; a simple spreadsheet can do the work.
Make it an iterative process. You may not have perfect journey mapping from the very first time. Take feedback, act on it, and improve all the way up.

Benefits you can realize by mapping patient journeys correctly

The goal of patient journey mapping is to improve patient experience across all touchpoints and derive better outcomes. In a nutshell,

Investing in patient experience essentially takes away the cost of advertising and acquisition. It also boosts referrals, recommendations, and NPS at the same time. Uzodinma Umeh, Chief Medical Officer, Zuri Health

Here’s the drill-down of benefits you get by mapping patient journeys efficiently.

1. Spot inefficiencies

Every time a patient expresses frustration or uncertainty about her next steps toward recovery, it’s an obvious sign that there are friction spots or unmet gaps in the healthcare system. A patient journey map can effectively battle such challenges and create a clear path for a patient’s progress.

2. Improve communication

By mapping patient journeys providers can understand the drop-offs occurring because of communication gaps and take measures to rectify their strategies.

3. Increase profitability

Net margins for hospitals that provide “excellent” patient care are typically 50% higher than those for hospitals that offer “average” patient care.

With a patient journey map, practitioners can identify the scope of improvement in operations and help their staff focus more on interacting with patients and caregivers.

4. Reduce wait time for patients

The average ER wait time in America is 145 minutes (even higher in some states; e.g., 228 minutes in Maryland, 195 minutes in Delaware, 176 minutes in Arizona, and so on). In India and other countries as well, it may take hours to get emergency admissions . These delays happen due to one or more of the following reasons:

Examination of patient
Time taken for consultation
Emergency investigations or imagining
Unavailability of vehicles for transport
Lengthy admission procedures

By knowing what exactly is causing the delays and taking steps to correct them, providers can reduce waiting times for patients to a great extent.

5. Improve patient outcomes

A healthcare journey map can help identify the touchpoints where essential and relevant information can be shared with patients. Educating patients and keeping them abreast of their illnesses can lower their anxiety and bring better outcomes

Tools to create a patient journey map

As a matter of fact, you can use any UI design tool (e.g., Figma , Sketch , FullStory , etc.) to create a journey map.

However, there are dedicated tools to create journey maps with ready-to-use templates to make your work faster and easier. Some of which are:

Creately
TheyDo
Custellence
Miro
LeadSquared

On a final note, you’ll be able to map your patient’s journey effectively when you’ve ample information about their interactions with your practice.

Healthcare CRM software is the best tool to collect and manage patient interaction data and make them accessible for various purposes like creating a journey map.

If you’re looking for one such tool,

A patient journey is the series of steps patients take to book an appointment, consult a physician, and pursue treatment with your practice. It involves both online and physical interactions.

Patient journey mapping helps you understand your customers’ experiences while interacting with your practice. With this exercise, you get to know their pain points, identify opportunities for improvement, and take measures to improve your services.

Padma is a Content Writer at Leadsquared. She enjoys reading and writing about various financial and educational topics. You can connect with her on LinkedIn or write to her at [email protected].

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Patient journey slide template

The patient journey slide template is a strategic tool designed to visualize and analyze the experiences, interactions, and touchpoints of patients throughout their healthcare journey. This template offers a structured format to present key stages, challenges, and opportunities in a patient's pathway from initial contact to treatment and beyond.

With Prezent's patient journey slide template, you can effectively illustrate the various phases and touchpoints encountered by patients, as well as their emotions, needs, and preferences at each stage. Each slide provides space to depict the patient journey timeline, accompanied by descriptions, visuals, and data to highlight important milestones, decision points, and pain points.

Download our editable patient journey slide templates

Tips to design patient journey slide for your presentation

Introduce the patient persona or profile that will be used to illustrate the journey. Include demographic information, medical history, and any relevant characteristics to provide context for the patient's experience.

Present a visual representation of the patient journey map, illustrating each stage of the journey from pre-diagnosis to post-treatment care. Use icons, symbols, or color-coding to distinguish between different stages and touchpoints.

Key Touchpoints

Identify and describe key touchpoints or interactions that occur at each stage of the patient journey. This may include appointments, consultations, diagnostic tests, treatment procedures, and follow-up visits.

Our patient journey slide template provides a visual representation of the various stages and touchpoints a patient encounters throughout their healthcare experience in presentations. Widely used in medical conferences, healthcare presentations, and patient education materials. With customizable layouts and clear designs, our template ensures effective communication and understanding of the patient journey. Additionally, the template may include sections for analyzing patient feedback, identifying areas for improvement, and proposing strategies to enhance the overall patient experience. Whether you're presenting healthcare initiatives, conducting patient research, or developing care pathways, this template empowers you to create informative and visually compelling slides that facilitate understanding and drive improvements in patient-centered care. Elevate your presentations with our dynamic patient journey slide template.

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Certainly! Access the slides on Prezent's platform and seamlessly customize templates to meet your specific requirements. Tailor the text to incorporate company-specific information while adjusting language and tone to align with your unique company culture. Modify the slide deck by adding or removing slides to match the agenda of your meeting. Utilize the Slide Library to effortlessly replace existing slides with ones better suited to your content. Enhance your presentation further by aligning it with your brand using a simple, user-friendly interface. With just a few clicks, you can brand-align your presentation for a polished and professional look.

Yes, You have the flexibility to edit these patient journey slide templates using either PowerPoint or Google Slides. Our templates are fully compatible with both platforms, offering you the convenience and versatility to customize the content and overall presentation according to your preferences. Whether you prefer the functionality of PowerPoint or the collaborative features of Google Slides, you can seamlessly edit and adapt the templates to meet your specific needs.

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Patient Journey Slides & PowerPoint Templates

The patient journey PowerPoint template is a medical presentation theme created with two design variations. The first design is similar to a process flowchart template that has seven connected oval shapes in a flow. As a timeline template, it allows the patient journey and its directions to healthcare.

The second design is a circular slide template that looks like a network diagram in a complex structure layout. The circle template has inner and outer rings produced with infographic clipart icons. The inner section of the circle has a rounded empty ring; outside this ring, it contains a flower diagram filled with infographics. In addition, it has two more outer rings in a brilliant color combination. Use the patient journey mapping PowerPoint template for your next medical presentation.

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Patient Journey PowerPoint Templates

Our extensive collection of Patient Journey PPT templates promote productivity and convenience when it comes to its applications. These templates have been thoughtfully designed to ensure maximum visual impact. Explore our collection of Patient Journey presentation templates and download the perfect template to take your presentation to new heights!

Patient-Journey-Map-PowerPoint-Template - 4x3 – $4.99
Patient-Journey-Map-PowerPoint-Template - 16x9 – $4.99

Patient Journey Map PowerPoint Template

Patient Journey Presentation Template Use this Patient Journey PowerPoint template and Google Slides theme to create visually appealing presentat....

Patient Journey Detailed Template-4x3 – $6.99
Patient Journey Detailed Template-16x9 – $6.99

Patient Journey Detailed PowerPoint Template

Patient Journey Detailed Presentation Template Use this Patient Journey Detailed PowerPoint template to create visually appealing presentations i....

Animated-Patient-Journey-PowerPoint-Template-7 - 4x3 – $9.99
Animated-Patient-Journey-PowerPoint-Template-7 - 16x9 – $9.99

Animated Patient Journey 7 PowerPoint Template

Animated Patient Journey 7 Presentation Template Use this Animated Patient Journey 7 PowerPoint template to create visually appealing presentatio....

Patient Journey PowerPoint Template - 4x3 – $6.99
Patient Journey PowerPoint Template - 16x9 – $6.99

Patient Journey PowerPoint Template

Patient Journey Presentation Template Use this Patient Journey PowerPoint template to create visually appealing presentations in any professional....

Patient Journey PowerPoint Template 7-4x3 – $6.99
Patient Journey PowerPoint Template 7-16x9 – $6.99

Patient Journey 7 PowerPoint Template

Patient Journey 7 Presentation Template Use this Patient Journey 7 PowerPoint template to create visually appealing presentations in any professi....

Patient Journey Chevron PowerPoint Template - 4x3 – $6.99
Patient Journey Chevron PowerPoint Template1 - 16x9 – $6.99

Patient Journey Chevron PowerPoint Template

Patient Journey Chevron Presentation Template Use this Patient Journey Chevron PowerPoint template to create visually appealing presentations in ....

Patient Journey Overview Template - 4x3 – $5.99
Patient Journey Overview Template - 16x9 – $5.99

Patient Journey Overview PowerPoint Template

Patient Journey Overview Presentation Template Use this Patient Journey Overview PowerPoint template to create visually appealing presentations i....

Patient Journey 1 PowerPoint Template-4x3 – $4.99
Patient Journey 1 PowerPoint Template-16x9 – $4.99

Patient Journey 1 PowerPoint Template

This Patient Journey PowerPoint Template is a customer mapping template that demonstrates the different stages in a patient’s journey such as Awa....

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Patient Journey PowerPoint Templates for Presentations:

The Patient Journey PowerPoint templates go beyond traditional static slides to make your professional presentations stand out. Given the sleek design and customized features, they can be used as PowerPoint as well as Google Slides templates . Inculcated with visually appealing unique and creative designs, the templates will double your presentation value in front of your audience. You can browse through a vast library of Patient Journey Google Slides templates, PowerPoint themes and backgrounds to stand out in your next presentation.

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What is a patient journey powerpoint template.

A Patient Journey PowerPoint template is a ready-made presentation template that provides a structured framework for creating professional Patient Journey presentations. The Patient Journey PPT presentation template includes design elements, layouts, and fonts that you can customize to fit your content and brand.

How To Choose The Best Patient Journey Presentation Templates?

Keep the following points in mind while choosing a Patient Journey Presentation template for PowerPoint (PPT) or Google Slides:

Understand your presentation goals and objectives.
Make sure the Patient Journey template aligns with your visual needs and appeal.
Ensure the template is versatile enough to adapt to various types of content.
Ensure the template is easily customizable.

Are Patient Journey PowerPoint Templates Compatible with Google Slides?

Yes, all our Patient Journey presentation templates are compatible and can be used as Patient Journey Google Slides templates.

What Are the Advantages of Patient Journey Presentation Templates?

Patient Journey PPT presentation templates can be beneficial because they:

Add multiple visual and aesthetic layers to your slides.
Ensure that complex information, insights and data is presented in a simplistic way.
Enhance the overall visual appeal of the content.
Save you a lot of time as you don’t have to start editing from scratch.
Improve the professional outlook of your presentation.

Can I Edit The Elements In Patient Journey PowerPoint Templates?

Yes, our Patient Journey PowerPoint and Google Slides templates are fully editable. You can easily modify the individual elements including icons, fonts, colors, etc. while making your presentations using professional PowerPoint templates .

How to Download Patient Journey PowerPoint Templates for presentations?

To download Patient Journey presentation templates, you can follow these steps:

Select the resolution (16*9 or 4*3).
Select the format you want to download the Patient Journey template in (Google Slides or PowerPoint).
Make the payment (SlideUpLift has a collection of paid as well as free Patient Journey PowerPoint templates).
You can download the file or open it in Google Slides.

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Patient Journey Mapping Template

The patient journey map which outlines all of the patient touch points during each stage of the care journey aids in creating strategic outreach that improves both patient engagement and satisfaction.

You can easily edit this template using Creately's block diagram maker . You can export it in multiple formats like JPEG, PNG and SVG and easily add it to Word documents, Powerpoint (PPT) presentations, Excel or any other documents. You can export it as a PDF for high-quality printouts.

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Powerpoint Templates and Google slides for Healthcare Patient Journey

Save your time and attract your audience with our fully editable ppt templates and slides..

Presenting our set of slides with Icon For Patient Journey Mapping Through Data Science In Healthcare. This exhibits information on three stages of the process. This is an easy to edit and innovatively designed PowerPoint template. So download immediately and highlight information on Patient Journey Mapping, Through Data Science Healthcare.

Healthcare Digital Payment Trends In Patient Journey

This slide focuses on financial aspects of patient journey including immediate settlement, electronic funds transfer, and mobile wallets. Introducing our premium set of slides with Healthcare Digital Payment Trends In Patient Journey. Ellicudate the three stages and present information using this PPT slide. This is a completely adaptable PowerPoint template design that can be used to interpret topics like Immediate Settlements, Mobile Wallets, Electronic Funds Transfer. So download instantly and tailor it with your information.

Patient Journey Checklist For Holistic Healthcare

This slide highlights checklist to provide care and support in patient journey along with phases, tasks, and status. Introducing our Patient Journey Checklist For Holistic Healthcare set of slides. The topics discussed in these slides are Treatment, Engagement, Recovery And Maintenance. This is an immediately available PowerPoint presentation that can be conveniently customized. Download it and convince your audience.

Patient Journey Mapping Process To Improve Healthcare Delivery

This slide displays improving patient experience journey mapping phases including define, describe, determine, design, designate, decide, and deploy. Introducing our premium set of slides with Patient Journey Mapping Process To Improve Healthcare Delivery. Ellicudate the seven stages and present information using this PPT slide. This is a completely adaptable PowerPoint template design that can be used to interpret topics like Determine, Designate, Healthcare Delivery. So download instantly and tailor it with your information.

Presenting our Healthcare Patient Journey In Powerpoint And Google Slides Cpb PowerPoint template design. This PowerPoint slide showcases eight stages. It is useful to share insightful information on Healthcare Patient Journey This PPT slide can be easily accessed in standard screen and widescreen aspect ratios. It is also available in various formats like PDF, PNG, and JPG. Not only this, the PowerPoint slideshow is completely editable and you can effortlessly modify the font size, font type, and shapes according to your wish. Our PPT layout is compatible with Google Slides as well, so download and edit it as per your knowledge.

Presenting our Patient Healthcare Journey In Powerpoint And Google Slides Cpb PowerPoint template design. This PowerPoint slide showcases four stages. It is useful to share insightful information on Patient Healthcare Journey. This PPT slide can be easily accessed in standard screen and widescreen aspect ratios. It is also available in various formats like PDF, PNG, and JPG. Not only this, the PowerPoint slideshow is completely editable and you can effortlessly modify the font size, font type, and shapes according to your wish. Our PPT layout is compatible with Google Slides as well, so download and edit it as per your knowledge.

Presenting our Patient Journey Healthcare In Powerpoint And Google Slides Cpb PowerPoint template design. This PowerPoint slide showcases three stages. It is useful to share insightful information on Patient Journey Healthcare This PPT slide can be easily accessed in standard screen and widescreen aspect ratios. It is also available in various formats like PDF, PNG, and JPG. Not only this, the PowerPoint slideshow is completely editable and you can effortlessly modify the font size, font type, and shapes according to your wish. Our PPT layout is compatible with Google Slides as well, so download and edit it as per your knowledge.

The Step-by-Step Guide to Patient Journey Mapping

by Gaine Technology | May 18, 2022 | Healthcare , Life Sciences

Provider holding clipboard is interviewing a patient for patient journey mapping.

Customer journey mapping has been used for years in marketing and customer service. Now healthcare realizes journey mapping’s potential when used in the biotech and life sciences industry. Patient journey mapping offers providers and researchers a complete view of patients and their respective environments, which will help them mitigate risks and achieve more favorable outcomes.

Learn the five steps for patient journey mapping using big data and customer experiences and how it will help you offer patient-centric care.

Key Takeaways:

Patient journey mapping outlines a patient’s journey from first realizing their health concerns through treatment.
A patient’s journey map tells providers and researchers where common risks arise and how to influence patients for better outcomes.
You need to collaborate with health care providers to ensure your patient journey mapping is complete.
Big data, artificial intelligence, and digital technology make patient journey mapping possible in healthcare.

What is Patient Journey Mapping?

Patient journey mapping is tracking and analyzing your patient’s experiences, touchpoints, and treatment from when they first noticed symptoms or an issue through to their outcome. A patient map includes:

Medical records
Medications they took
Prescriptions they refilled
Treatment or therapies they underwent
Lifestyle choices they make (like exercising or diet)
Doctor or care visits
Survey results

Image source: Voxco

These pieces help providers create a complete picture of how effective their treatment was or why a patient stopped treatment because they can understand a patient better and any influencing behaviors. In addition, when providers see how each piece plays a part in the patient’s outcome, they can also identify specific areas of concern or risks to avoid.

Why Patient Journey Mapping is Important

Healthcare and life sciences want to deliver top-quality care while minimizing costs and offering a positive experience for patients. However, with scattered patient information or incomplete records, that has been difficult in the past. Additionally, those in biotech and life science have traditionally worked through a healthcare system when delivering care, which puts further distance between them and the patient journey.

That scenario is no longer the case because of new digital technology like artificial intelligence and platforms that can collect and organize big data in healthcare .

Today, patients can access their healthcare information for themselves. This allows them to research their diagnosis and approach providers directly instead of going through their primary care physician or other medical providers.

This technology also helps those in healthcare and life sciences to understand more about patients and deliver better treatment options. As a result, you have a clearer picture of your product’s effectiveness and where you should adjust your treatment options to improve the patient’s experience. The information you gain from patient journey mapping in life sciences and biotech will also help you write educational material because you will have more accurate and specific instructions for patients based on real situations.

Below is a patient journey map example for a pneumonia patient.

Patient journey mapping example of a pneumonia patient

Image source: NIH

5 steps to map your patient journey in healthcare and life sciences.

Take these five steps to help you create a patient journey map for healthcare and life sciences.

Video: Pharmaceutical Industry JOURNEY MAPPING in 3 Steps for Patients and HCPs

1. understand your purpose.

You wouldn’t start a journey without knowing your destination, and neither should you create a customer journey map without knowing your purpose for treatment.

One patient can generate nearly 80 megabytes of medical data annually. Without focus, you can easily drown in that amount of information and have a difficult time making relevant and valuable connections. Knowing your end goal will help you focus and organize your data.

2. Connect with Potential Patients

Once you have your goal, you are ready to begin mapping your patient’s journey, which starts with touching base with patients. You can bring patients in through your website, SEO, social media , or your network of providers.

When patients first contact you, you will want to start gathering relevant information that will help with patient mapping, including demographics, finances, and their medical history.

3. Gather Patient Health Data

Collecting data about your patients will many times be an active task. While automation and artificial intelligence can pick up passive information, you will also have to send out surveys and contact the patient to get feedback on their treatment throughout the process.

You will need data from every point along their journey from their first symptoms, consultations, costs, side effects, and influencing factors when a patient chooses to stop treatment. This data is relevant because it can help you find ways to avoid scenarios that might prevent patients from getting the treatment they need.

4. Partner with Other Medical Personnel

You must create a patient 360 view of each person you are mapping to understand their journey fully. This is a single view of the patient and their data instead of trying to analyze scattered information from siloed sources.

If you limit yourself to the information you can access, you will only see half the picture. Your patient’s primary care physician and other healthcare providers are key players in your patient’s journey map.

Digital health monitoring devices, electronic health records, and contacting providers directly are all ways you can get relevant data on your patient’s other medical touch points.

5. Consistently Check-In with Patients

Your patient wants information about their drugs, treatments, and procedures, and if they don’t get that information from you, they will go to outside sources. You can help control your patient’s journey and stay involved as their most trusted medical advisor and influencer by being a valuable source of information.

As your patient undergoes treatment, take time to contact them consistently and provide thorough records and information. This will help relieve your patient’s minds and answer their questions to avoid misinformation they might receive if they search for answers elsewhere. For example, Google reports that 7 percent of searches are health-related . Those are questions patients are asking a search engine over their provider.

Staying in touch will also build trust with the patient, which will help them feel more comfortable when sharing information. You may even receive more information from patients because they know they can trust you. This information will help you keep your patients on a journey to success.

Unify Your Customer Data in One Source

Your patient journey map will save you valuable time and resources while positively influencing patients’ outcomes. In addition, you can optimize your patient journey mapping in biotech and life sciences through a unified data collection and analytic tool, so you never worry about siloed or missing information again.

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Patient Journey Mapping In 2024, Guide + [Examples & Template]

Sliman M. Baghouri

Patient Journey Maps are the secret ingredient to a thriving medical business. Let’s discuss how to implement this strategy for your practice in under 3 days.

Imagine you have the ability to hand-craft the perfect patient experience, tailored specifically to your brand. An experience that skyrockets patient retention, doubles your profit margins and creates cult-like loyalty to your medical business.

This is exactly what I’ll share with you today. We’ll go through what are patient journey maps, how to use them, and how they can catapult your practice to the next level.

What is a Patient Journey?

What is Patient Journey Mapping?
What are the benefits of this strategy?
Step-by-step process to implement your patient journey mapping workshop
Examples of patient journey mapping
Free patient journey mapping templates to use
The secret to a fruitful patient journey map

Let us dive in.

A Patient Journey (A.K.A customer journey) is a series of events the patient goes through from his/her first interaction with your medical business up until post-treatment. It outlines every touchpoint (point of contact) the patient comes across during the whole patient experience.

What is a Patient Journey Mapping?

A Patient Journey Mapping (PJM) is the act of tracking, optimizing, and enhancing all of the events that happen during the patient journey. Think of it as creating a map to the whole patient experience and proactively looking for hidden issues across all of your touchpoints.

What are the benefits of patient journey mapping?

There are endless benefits to patient journey mapping. So let’s check some of the important ones.

1) Lets you uncover the blind-spots in your medical business

The most wicked, money-draining issues we face are the ones that hide in plain sight. It’s easy to get tunnel-versioned on the “obvious” and skip past critical parts of your business. This is where patient journey mapping comes into play. It hones in on the easy-to-miss spots in your practice and extracts the invisible layers of hindrances.

This way you make sure that your practice growth is not held off by small and hard to pinpoint bottlenecks.

2) It allows you to craft a personalized patient experience

A great benefit of patient journey mapping is that it lets you overhaul the whole patient journey the way you want it. It enables you to sketch the perfect patient experience based on what you want the patient to feel, experience, or know. This is an opportunity for you to fully tailor every aspect of your medical business to be personalized and boost their retention.

3) It skyrockets patient retention

Due to the enhanced communication and personalization in the patient experience, patient retention will soar. Patient journey mapping enables you to better connect with the patient and sympathize with their state throughout the treatment experience. This way of communication with the patients shrinks the “psychic distance” between the patient and your medical brand. Therefore building stronger relationships and affinity for your practice.

4) It increases profit and accelerates your medical business growth

According to recent research by Aberdeen Group , businesses that perform customer journeys see exponential growth year after year. Those growth spikes include:

18X faster average sales
56% up-sell revenue
10X improvement in customer service costs
5X greater revenue from customer referrals
54% greater ROI (return of investment)

These unmatched growth results are the outcome of a great journey mapping. Enhancing your patient experience from start to finish will be a fruitful endeavor in terms of profit-growth.

5) It provides alignment among your staff

Patient journey mapping is a collaborative strategy by nature. Key stakeholders need to attend the workshop to see the bigger picture of the patient experience. This collaborative environment will align all of your team under one umbrella, ensuring that everyone is on the same page and vibrating at the same frequency. This will create consistency and harmony between all of your team which will result in a seamless experience for your patients.

Step-By-Step Process: how to create a patient journey map:

Now that you know the importance of the patient journey, let’s dive into the process of how to implement it with your medical business.

From our experience, the process usually takes between 2 days to 3 days. It shouldn’t take more than 3 days to fully complete your patient journey.

Let’s go through the stages one by one.

Day 1: Preparation Stage

The patient journey map is as good as the preparation behind it. On the first day, you’ll need to finish the following critical tasks:

1) Gather Insights and information

In this phase, you’ll start by collecting important data points that will help you during your patient journey mapping workshop. If you’re not sure what insights to gather, consider the following:

Who’s the target patient your practice or hospital attracts? E,g: middle-aged moms, C-suite executives, or maybe you’re cosmetic service and most of your patients are image-aware people like actors, politicians? If you don’t have an exact patient base, you can write down the ideal patients that you want to work with.
Any relevant data from customer service chat logs, emails, or even anecdotal information from support, marketing team, or about the issues patients usually experience
If your practice brand is active online, you might want to check data from analytics tools like Google Analytics or Facebook ads if you’re running digital advertising campaigns. That can give you some insight into what is happening across your online touchpoints
Gather your testimonials from the patients, good and bad. This will help us understand the mind of your patient and what he thinks about your brand.

Don’t get caught up in this phase too much. The aim here is to capture rough ideas about the patients and their thoughts towards your brand. From our experience, we’ve found that large amounts of data do not fundamentally change the first hypothesis about the patient base.

2) Define the goals and the scope of your patient journey map

Defining the goals and objectives of the workshop is key to its success. It ensures that you’re on the right track and everyone is on the same page. It also makes it easy for you to measure the success of the strategy by checking back and seeing the progress that has been made towards the end goals.

Here are some questions to ask yourself when defining the scope of the workshop:

What are the key aspects of the medical business you want to tackle?
What are the desired outcomes you want out of this workshop?
Do you have any hypotheses you want to confirm by performing a patient journey map?
What are the ultimate results and end goals you’d like to achieve after acting-out on the patient journey map?

Answering these questions should give you a head start to defining the scope of the strategy.

3) Choose your team

Having the right people around when conducting PJM is important to a fruitful workshop. On the other hand, choosing too many people or the wrong team can hurt the outcome of the strategy.

From our experience 2-6 people are a manageable number. Any more than that and it will hinder the process of the workshop.

However, the key element here is to choose one stakeholder from each part of your business. Or if you’re a larger facility, a stakeholder from each department is a great option. Make sure that everyone in the team has gone through the scope and the goals of the PJM.

Day 2: The Workshop Stage

Now that everything is prepared, let’s dive into the details of the PJM and how to run the workshop.

Phase 1: Bring the necessary materials

There are two ways to run the workshop: online or in person. Both are fine but for the sake of convenience, I’ll use digital platforms to perform the PJM.

You can invite your team via Zoom and use collaborative virtual whiteboards like Miro or Mural . These online workplaces will make it easy for your team to join the workshop from the leisure of their homes.

But if you decide you’d like to run the workshop in person, the same principles will apply. But you’ll need to prepare stationery tools like pens, post-its of different colors, masking tape, and large sheets of paper to hang on the wall.

Phase 2: Start the workshop

This is the interactive part of the process. It takes roughly 1.5 to 2 hours to finish the complete first draft of the map.

Introduction ⏰ [5-10 minute]

Introduce the exercise to the participant and explain why you’re doing this
Explain the benefits of this exercise and the end goal of the PJM
Recap the insights you gathered from your data and explain who your patient-base is.

Mapping Exercise ⏰ [60-90 minute]

The first thing to do is to present the patient’s journey map. The map consists of different stages, each stage contains specific steps the patients go through. Our goal here to hone in on these steps and pose questions regarding this particular step

What are the questions they might be asking
Are there any happy moments in this step?
What are the pain points that the patient might experience?
What opportunities could enhance this particular step?

Here’s roughly how the digital version of the patient journey should look like:

If you’re running the workshop in person, the PJM might look like this:

For each step ask participants to use sticky notes to answer the above questions. At the end of the exercise you should have something like this:

After you finish the first draft of the map, discuss with your team the observation and insights they made. It’s important to create a sense of collaboration during this exercise. Your team should feel involved and invested in the success of the strategy.

Wrap up the workshop ⏰ [5-10 minute]

After everything is said and done, offer a quick recap of what everybody has done today. It is important to inform the participant as to what’s coming next.

Day 3: The Final Stage

Now that the map is finished, all is left is to finalize the Map and provide a concrete plan for the whole team to start acting on.

If you run the workshop in person, make sure to convert the map, insights, and notes into a digital format. This will make it more accessible for the whole team to go back and see the PJM
Provide the team with a video or write-up about the strategy and the purpose behind it. Make sure to include how this can benefit the whole team and the brand overall
Turn the insights and the results you got out of the PJM into an action plan. This plan should include what to do next at each step of the patient journey and what are the things that need to change. This is a critical part of the PJM. You want to act out the strategy to start seeing improvement and profit results for your medical business.

Patient Journey Example

I’ll share with you a recent example of the patient journeys map we conducted with our client so you can see roughly how the first draft of the map should look like.

Hospital Patient Journey

Here is Healthier™ ’s PJM, an Orlando-based community hospital:

For full screen click here or click on see board

The results of performing PJM

Healthier profit margin nearly doubled from the first year of acting out the PJM
The hospital start now is acquiring 4X the volume of last year
The hospital patient retention rate increased from 12% up to 18% within the first year

The secret to a result-driven patient journey map

The Patient Journey Map is as good as the action-plan behind it. The last thing you want is unactionable PJM. You need to provide your team and your stakeholders with an action-based plan that goes through the next steps.

The steps that will redeem the pain-points of your patients, take advantage of the opportunities and make an unforgettable patient experience.

If you’re looking for help to facilitate your workshop or perform a patient journey map, drop me a message . I’d gladly help you.

what is a patient journey
what is a patient journey mapping
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step by step process how to create a patient journey map
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the secret to a result driven patient journey map

Sliman M. Baghouri, Founder of unnus™, he's the co-author of unnus magazine and regular contributor in the healthcare marketing industry.

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Journey Mapping

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