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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.

Patient journey mapping flow

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.

Patient journey mapping image2

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

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: 

Stages of a patient journey

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. 

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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. 

Patient Journey Map Template

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

Importance of Patient Journey Mapping

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 Ramakrishna

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 mapping: what it is, its benefits, and how to do it

We've all been patients at some point, but our journeys were not the same. Patient journey mapping holds the key to unraveling this mystery, providing a strategic lens into the diverse pathways individuals tread throughout their healthcare experiences.

In this article, we'll explore the pivotal role of patient journey mapping in the healthcare industry, uncovering its profound benefits for both providers and patients. From amplifying patient satisfaction to streamlining operational processes, the impact is transformative.

But how does one embark on this journey of understanding and improvement? We'll guide you through the essential steps and considerations, offering insights into the art of crafting a meaningful healthcare patient journey map.

Join us as we peel back the layers of patient experience journey mapping. This powerful tool not only illuminates the complexities of healthcare but also empowers providers to reshape and enhance the patient experience.

  • 1.1 Difference from other customer journeys
  • 2 Patient journey mapping benefits
  • 3 Patient journey stages
  • 4.1 Clinical journey maps
  • 4.2 Service delivery maps
  • 4.3 Digital journey maps
  • 4.4 Chronic disease management maps
  • 4.5 Emergency care journey maps
  • 4.6 Pediatric patient journey maps
  • 4.7 Palliative care maps
  • 5 How to do patient journey mapping?
  • 6.1 Patient-centered care
  • 6.2 Streamlined access to care
  • 6.3 Effective communication
  • 6.4 Education and empowerment
  • 6.5 Care coordination
  • 6.6 Technology integration
  • 6.7 Feedback and continuous improvement
  • 6.8 Cultural competency
  • 6.9 Emotional support
  • 6.10 Efficient billing and financial assistance
  • 7 Templates
  • 8 Wrapping up 

What is a patient journey?

patient journey

A patient journey is the entire process a person goes through when seeking and receiving a healthcare service. It covers everything from first noticing symptoms or realizing the need for care and medical attention to finally resolving the health issue. The journey involves patient interactions with healthcare professionals, diagnostic procedures, treatment activities, and follow-up care.

Mapping and understanding the patient journey can help boost the quality of hospital care and improve patient satisfaction. By pinpointing challenges, patient communication gaps, and areas for enhancement, care providers can refine their services to better cater to patients' needs. It also contributes to promoting patient-centered care, shifting the focus beyond just treating diseases to considering the overall well-being and experience of the patient.

Difference from other customer journeys

While the concept of patient journey mapping is similar to customer journey mapping , there are unique aspects specific to the healthcare domain. This is how a patient journey differs from any other customer journey:

  • Emotional intensity. Health-related experiences often involve heightened emotions, including fear, anxiety, uncertainty, a sense of losing control, and a dependence on others. The emotional aspect is more pronounced in patient journeys compared to customer journeys in most industries.
  • Complexity and uncertainty. Healthcare journeys often involve multiple stakeholders, various diagnostic and treatment options, and inherent uncertainties. Navigating these complexities requires a different approach compared to more straightforward consumer experiences. Comparing buying eyeglasses online and visiting a doctor — both are experiences, but how different they are!
  • Regulatory and ethical considerations. Healthcare is heavily regulated, and ethical considerations play a significant role there. Patient journeys must align with regulatory standards and ethical principles that other industries don’t have.

critical clinical decision points

  • Clinical decision points. Patient journeys involve critical clinical decision points, such as diagnosis and treatment choices. These decisions not only impact the patient's health but also influence the overall trajectory of the journey.
  • Care continuum. Patient journeys often extend beyond a single episode of care. They may involve long-term management, follow-up appointments, and ongoing support, creating a continuous care continuum.
  • Interdisciplinary collaboration. Healthcare is often delivered by a team of professionals from different disciplines. The patient journey may involve collaboration among physicians, nurses, specialists, and other healthcare providers.

Patient journey mapping benefits

Patient journey mapping benefits

Mapping a patient journey offers a range of benefits that contribute to improving the overall quality of healthcare delivery. Here are some key advantages:

  • Visualization of the entire patient journey helps healthcare providers identify critical patient journey touchpoints that impact patient satisfaction and experience and require immediate attention. By paying more attention to these touchpoints, you ensure a more positive overall journey.
  • Gaps in care and challenges are highlighted among healthcare professionals. Addressing these issues ensures a more seamless and collaborative approach to patient care.
  • Pain points and barriers become evident, enabling healthcare providers to proactively address issues that may hinder effective care delivery.
  • Understanding individual patient journeys allows for more personalized ongoing care plans. Tailoring interventions to specific needs and preferences improves patient engagement and outcomes.
  • By mapping a patient journey, you can identify resource-intensive stages and areas where efficiency can be improved, enabling a healthcare organization to allocate resources more effectively.
  • It's a great way to identify opportunities for smoother transitions between different stages of care, ensuring continuity and preventing gaps in treatment.
  • It becomes clear where patient involvement in the decision-making process can contribute to their healthcare journey.

Example: Tom, recovering from surgery, feels more empowered as his healthcare team provides clear post-operative care instructions, making him an active participant in his recovery.

In summary, patient journey mapping provides a comprehensive framework for healthcare improvement, addressing specific challenges at each stage and leading to tangible enhancements in patient experience, communication, and overall care delivery.

Patient journey stages

Patient journey stages

Patient journeys can differ, and if we take a broad perspective, some key stages would include:

Awareness 

This stage involves the patient recognizing symptoms and becoming aware of a potential health issue.

  • Key considerations: Pay attention to how patients identify and interpret their symptoms, as well as the information sources they consult.

Example: John notices persistent joint pain and, through online research, suspects it might be arthritis. His journey begins with a heightened awareness of his symptoms.

Seeking information

Patients actively look for information to understand their symptoms, potential causes, and the importance of consulting a healthcare professional.

  • Key considerations: Review the information sources patients use and how well they understand the need for professional medical advice.
  • Example: Emily researches her persistent cough online, learning about various respiratory conditions and recognizing the importance of seeing a doctor for an accurate diagnosis.

First contact

This marks the initial interaction with the healthcare system, typically through scheduling an appointment with a primary care physician.

  • Key considerations: Assess the ease of access to healthcare services and the patient's initial experience with medical professionals.
  • Example: Alex schedules an appointment with his family doctor to discuss recent changes in his vision, initiating his journey within the healthcare system.

Diagnostic process

Patients undergo diagnostic tests to identify the root cause of their symptoms.

  • Key considerations: Examine the efficiency of the diagnostic process and the clarity of communication about the tests.
  • Example: Maria undergoes blood tests and imaging to determine the cause of her abdominal pain, marking the diagnostic phase of her journey.

Treatment planning

Patients receive a diagnosis, and healthcare providers collaborate on creating a personalized treatment plan.

  • Key considerations: Evaluate how well the diagnosis is communicated and involve patients in treatment decisions.
  • Example: Emily receives a diagnosis of rheumatoid arthritis. Her healthcare team takes the time to explain the condition, discusses various treatment options, and actively involves her in deciding on a comprehensive plan that combines medication, physical therapy, and lifestyle adjustments.

Treatment and clinical care service

Patients initiate the recommended treatment plan, experiencing the day-to-day challenges and improvements associated with their patient journey in a hospital.

  • Key considerations: Monitor treatment adherence, side effects, and the patient's overall experience during this active phase.
  • Example: Sarah starts chemotherapy for her cancer, navigating the treatment process with the support of her healthcare team.

Psychological support

Patients deal with the emotional toll of managing a health condition, including anxiety, frustration, or isolation.

  • Key considerations: Acknowledge and address the emotional aspects of the journey, providing resources for mental health support.
  • Example: James copes with the emotional challenges of managing chronic pain, seeking counseling to navigate the psychological impact.

Regular checkups

Patients undergo routine checkups to monitor their health status and adjust treatment plans as needed.

  • Key considerations: Ensure consistent communication and scheduling of regular checkups to track progress and address any emerging issues.
  • Example: Sarah, diagnosed with hypertension, attends regular checkups where the healthcare team monitors blood pressure, discusses lifestyle adjustments, and ensures medication efficacy. The routine checkups create a proactive approach to managing her condition.

Patients provide feedback on their experiences, allowing healthcare providers to refine and tailor their care.

  • Key considerations: Establish mechanisms for patients to share feedback easily and transparently, encouraging an open dialogue.
  • Example: John shares his experiences with a new treatment plan, providing feedback on its effectiveness, side effects, and overall impact on his daily life. This feedback loop allows the healthcare team to make timely adjustments and improve the patient's journey.

The stages may vary based on diverse scenarios and individual health circumstances. For instance, when a patient undergoes surgery or faces an acute medical event, the trajectory of their journey can diverge significantly from a more routine healthcare experience. 

Factors such as the need for emergency care, hospitalization, and specialized interventions can introduce unique stages and considerations. Additionally, variations may arise due to the specific nature of medical conditions, treatments, and the individual preferences and needs of patients. 

Recognizing this variability is crucial for comprehensive journey mapping, allowing for a more nuanced understanding of the patient experience across different healthcare contexts.

Types of healthcare journey maps

Types of healthcare journey maps

Healthcare journey maps can take various forms depending on their focus, purpose, and the specific aspects of the patient experience they aim to understand. 

Here are a few types of healthcare journey maps:

Clinical journey maps

Focus: Emphasize the clinical aspects of a patient's experience, including diagnosis, treatment, and recovery.

Purpose: Help healthcare providers understand the medical processes and interventions involved in the patient's journey.

Example: A clinical journey map for a cancer patient would detail the steps from initial symptoms to diagnosis, treatment modalities, and post-treatment care.

Service delivery maps

Focus: Highlight the various touchpoints and services a patient encounters throughout their healthcare journey. Then, detail the back and front processes your team does or has to do during each stage. 

Purpose: Enable healthcare organizations to assess the efficiency and effectiveness of service delivery.

Example: Mapping the service delivery for a patient undergoing surgery, including preoperative consultations, surgical procedures, and post-operative care.

Digital journey maps

Focus: Examine the patient's interaction with digital tools and technologies, such as online portals, mobile apps, and telehealth platforms.

Purpose: Help improve the digital aspects of patient engagement and communication.

Example: Mapping the patient's journey when using a telehealth platform for virtual consultations, prescription refills, and accessing medical records.

Digital journey maps

Chronic disease management maps

Focus: Explore the long-term journey of patients managing chronic conditions.

Purpose: Aid in understanding the challenges and opportunities for supporting patients in their ongoing self-management.

Example: A journey map for a diabetes patient would encompass regular monitoring, medication management, lifestyle adjustments, and periodic checkups.

Emergency care journey maps

Focus: Examine the patient’s experience during emergencies, from the onset of symptoms to emergency room admission and follow-up care.

Purpose: Help optimize response times, communication, and the overall emergency care process.

Example: Mapping the journey of a patient experiencing chest pain, from the initial call to emergency services to the triage process and subsequent cardiac care.

Pediatric patient journey maps

Focus: Tailored specifically for the unique needs and considerations of pediatric patients and their families.

Purpose: Address the emotional and practical aspects of pediatric healthcare experiences.

Example: Such a map is good for a child undergoing surgery to consider the role of parents, age-appropriate communication, and post-operative care.

Palliative care maps

Focus: Center on the patient's journey when facing serious illness, with a focus on providing comfort and support.

Purpose: Enhance the quality of life for patients and their families during end-of-life care.

Example: This kind of journey map suits a patient receiving palliative care when considering symptom management, emotional support, and coordination of services.

The mentioned types of maps cover different patient scenarios and clinical cases. There can also be "AS-IS" and "TO-BE" maps, reflecting the current state of the journey and the desired one, respectively.

All these types of healthcare journey maps offer a nuanced understanding of the diverse aspects of patient experiences, allowing healthcare providers and organizations to tailor their services to meet the unique needs of different patient populations.

How to do patient journey mapping?

How to do patient journey mapping?

Mapping a patient's journey is a thorough process that needs careful planning, teamwork, and analysis. Here's a guide on how to do it:

  • Define the objectives

Clearly articulate the goals of the patient journey mapping exercise. Determine what aspects of the patient experience you want to understand and improve. All involved parties should be aware of these goals and agree with them.

  • Assemble a cross-functional team

Form a team that includes representatives from various departments, including healthcare providers, administrative staff, patient advocates, and anyone involved in the patient experience.

  • Do research

Conduct thorough research to gather quantitative and qualitative data related to the patient experience. This may involve analyzing patient records, studying existing feedback, diving into analytics and market research, and reviewing relevant literature on best practices in healthcare.

  • Select a patient segment

Identify a specific patient segment or persona to focus on. This could be based on demographics, health conditions, or specific healthcare services. 

Tip: You can leverage your segments or patient personas to craft an empathy map , which is particularly valuable in healthcare.

  • Conduct stakeholder interviews

Interview stakeholders, including healthcare professionals and administrative staff. Gather insights into their perspectives on the patient journey, pain points, and opportunities for improvement.

  • Define the stages

Outline the patient journey by mapping out each stage and interaction with the healthcare system. This can include pre-visit, during a visit, and post-visit experiences.

Tip: To speed up the process, run a journey mapping workshop with your team. It will help with the next step, too. 

  • Create the patient journey map

Develop a visual representation of the patient journey. This can be a timeline or infographic that illustrates each stage, touchpoint, and the emotional experience of the patient.

  • Identify pain points and opportunities

Analyze the collected data to pinpoint pain points, areas of friction, and opportunities for improvement. Consider emotional, logistical, and clinical aspects of the patient experience.

Identify pain points and opportunities

  • Review and validate

Consider collaborative journey mapping . Share the draft patient journey map with stakeholders, including frontline staff and patients, to validate its accuracy. Incorporate feedback to ensure a comprehensive and realistic representation.

  • Develop actionable plans

Generate specific, actionable plans based on the identified pain points and opportunities. Each initiative should be feasible, considering resources and organizational constraints.

  • Prioritize and implement changes

Prioritize the recommendations based on impact and feasibility. Begin implementing changes that address the identified issues, whether they involve process improvements, staff training, or technology enhancements.

  • Monitor and iterate

Continuously monitor the impact of implemented changes. Gather feedback from both staff and patients to understand the effectiveness of the improvements. Iterate on the patient journey map and make recommendations as needed.

  • Measure your success 

You can also establish KPIs to measure the success of any improvements made based on the patient journey mapping insights. These could include patient satisfaction scores, reduced wait times, or improved communication metrics.

  •  Document insights (optional)

And keep a record of the lessons learned during the patient journey mapping process. This documentation can inform future initiatives and contribute to ongoing efforts to enhance the patient experience.

  • Promote a culture of continuous improvement

Foster a culture within the organization that values continuous improvement in patient care. Encourage ongoing feedback and regularly revisit your journey map to ensure its relevance over time.

By following these steps, healthcare organizations can gain valuable insights into the patient experience, leading to targeted improvements that enhance healthcare quality and patient satisfaction.

How to improve the patient journey?

How to improve the patient journey?

Striving for a seamless patient journey involves enhancing the overall experience that individuals have when seeking and receiving healthcare services. Here are some strategies to consider:

Patient-centered care

  • Prioritize patient needs and preferences.
  • Emphasize education and empower patients to actively participate in their healthcare journey.
  • Foster open communication and active listening.

Streamlined access to care

  • Reduce wait times for appointments and procedures.
  • Implement online scheduling and appointment reminders.
  • Provide options for virtual consultations when appropriate.

Effective communication

  • Ensure clear and understandable communication with patients.
  • Provide information about treatment plans, medications, and follow-up care.
  • Confirm that patients are well-informed about the potential risks and benefits of treatment options.

Education and empowerment

  • Offer educational resources to help patients understand their conditions and treatment options.
  • Encourage patients to actively participate in their health management.
  • Provide tools for self-monitoring and self-management when possible.

Care coordination

  • Improve collaboration and communication among healthcare providers to strengthen care coordination, ensuring a more cohesive and seamless experience for patients throughout their healthcare journey.
  • Define and implement standardized protocols for communication and handovers between care teams, reducing the risk of errors and ensuring continuity of care.
  • Implement remote monitoring technologies to track patients' health remotely, enabling timely interventions and reducing the need for frequent in-person visits.

Technology integration

  • Adopt electronic health records (EHRs) for efficient information sharing.
  • Use telemedicine to enhance accessibility and convenience.
  • Implement mobile health apps for appointment reminders, medication management, and health tracking.

Feedback and continuous improvement

  • Conduct regular surveys to gather specific insights into patient satisfaction, allowing for a more nuanced understanding of their experiences.
  • Establish easily accessible channels for patients to provide real-time feedback, ensuring that their voices are heard promptly.
  • Respond promptly to patient feedback, address concerns, and communicate any changes or resolutions, fostering a sense of responsiveness and accountability.

Cultural competency

  • Train healthcare staff to be culturally competent and sensitive to diverse patient needs.
  • Promote diversity in healthcare staff to reflect the communities served, fostering a more inclusive and culturally sensitive environment.
  • Recognize and celebrate cultural awareness events within the healthcare setting, fostering an inclusive atmosphere that appreciates the richness of diverse traditions.

Emotional support

  • Address the emotional and psychological aspects of healthcare.
  • Provide resources for mental health and emotional well-being.
  • Consider support groups or counseling services.

Efficient billing and financial assistance

  • Simplify billing processes and provide clear information about costs.
  • Offer financial assistance programs for patients in need.
  • Communicate transparently about insurance coverage and out-of-pocket expenses.

Staff training:

  • Train healthcare staff in patient-centered communication and empathy.
  • Ensure staff is knowledgeable about the resources available to patients.
  • Foster a culture of empathy and compassion in the healthcare environment.

By focusing on these aspects, healthcare providers can contribute to a more positive and effective patient journey. Regularly reassessing and adapting strategies based on feedback and evolving healthcare trends is crucial for ongoing improvement.

UXPressia already has some healthcare journey map examples: 

  • Surgical patient journey

This map focuses on the healthcare journey of a patient persona, Robin, from the moment when the patient understands that something is wrong to the recovery period. This journey is long and very detailed.

healthcare journey

  • Non-surgical patient journey

This map visualizes the journey of a patient, Lotta, who decides to undergo a checkup at a hospital. She schedules a visit, gets a consultation, takes some tests, and starts taking some medicine prescribed by her doctor.

patient journey mapping ppt

More healthcare and well-being templates are available in our library.

Wrapping up 

In wrapping up, think of patient journey mapping as a powerful tool reshaping the healthcare landscape, with the patient's experience taking center stage. It's like creating a roadmap that intricately traces every step of a patient's interaction within the healthcare system. 

This deliberate mapping isn't just a plan; it's a compass guiding healthcare organizations toward key points where they can enhance patient satisfaction, simplify access to care, and cultivate a more compassionate and patient-focused healthcare environment. Investing in patient journey mapping is more than a strategy—it's a dedication to raising the bar in care quality, amplifying the patient's voice, and ensuring that every leg of the healthcare journey is characterized by empathy, understanding, and an unwavering pursuit of excellence in patient experience.

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Customer experience: what is it, how to measure and improve

Patient Journey Mapping

Improve patient journey in your healthcare facility, understand your healthcare facility and its service processes from the patients’ point of view. create a patient journey map to understand the pain points in their journey and how to improve and streamline the processes to provide the best service..

  • Customizable templates to identify, map, and plan patient experiences
  • Infinite and intuitive canvas to visualize the entire process throughout the facility
  • Import data from multiple platforms to analyze the customer feedback, reviews, and ratings

Patient Journey Mapping

Visualize the Patient Journey Maps in Minutes

A library of customizable patient journey map templates to quickly get started identifying the relevant scenarios and current workflows.

Import data from Microsoft Excel, Google spreadsheet, or CSV to centralize all of your information onto one infinite canvas to visualize any stage of the patient’s journey.

Data-driven shapes to add more context and store information in one place.

Shape library containing 1000s of components to visualize the patient journey in detail.

Create Well-Structured Patient Journeys

Create Well-Structured Patient Journeys

Advanced folder structure to structure the workspaces with similar content and processes.

Add data to each element on the canvas to store and track the records related to the average time and cost for treatments.

Video conferencing and whiteboarding to work closely with the teams in real-time.

Multiple access and role levels to streamline sharing, reviewing, and editing patient journey maps.

Easily Share Your Patient Journey

Easily Share Your Patient Journey

Connect to your favorite tools with Creately plugins for Github, Slack, Google Workspace, Confluence, and more.

Embed in any site, share with anyone via an email or link, and invite to collaborate on.

Export as SVGs, PDFs, JPEGs, and PNGs to publish, present, print, or share.

creately-viz

What is a Patient Journey Map?

Patient journey maps help obtain insight into the patient’s experiences during their care journey in a medical facility. It highlights all the patient’s pain points during their journey and helps health care workers and management to develop strategies to improve the patient journey.

How to Create a Patient Journey Map?

  • Start by creating user personas for patients who belong to different segments. You can do this using a user persona template on Creately.
  • Gather some information to understand the goals of the patients, especially what they aim to achieve at the end of their medical journey.
  • Use Creately’s user-flow flowcharts to map out the different paths patients take when interacting with the healthcare system.
  • Referring to the flowcharts, identify the minor and major touchpoints and the patient goals associated with them. Add them to your patient journey map.
  • With the help of the information you have gathered, identify the potential pain points and blockers in your patient’s journey. You can add these to the journey map as well.
  • You can share your patient journey map, using Creately’s real-time collaboration feature, with others in your team and other departments to get their input as well.
  • Identify ways you can remove the roadblocks in the map with your team and apply the solutions to the patient journey map as you improve it.
  • Embed the patient journey maps in your intranet or other internal websites or share them with edit or review access with everyone so they can easily access it and help update and improve it.

Gaine Solutions

The 1-2-3 Guide to Patient Journey Mapping [Template Inside]

by Gaine Solutions | Feb 28, 2024 | Healthcare , Life Sciences , Master Data Management

Healthcare provider meeting with an elderly patient

Patient journeys in today’s healthcare landscape are complex, spanning a number of platforms, systems, touchpoints, and interactions. As patients engage with healthcare providers through diverse channels, both digital and physical, the need for a structured and comprehensive approach to managing the patient journeys is evident. Patient journey mapping is the solution.

Patient journey mapping creates a high-level and holistic view of the patient journey that empowers healthcare providers to make the most informed and impactful decisions possible about how to enhance operations and care.

In this guide, we’ll walk step-by-step through the process of creating and implementing a patient journey map that drives better performance results and patient outcomes for your healthcare organization.

Key Takeaways:

  • Patient journey mapping is crucial for understanding and enhancing the patient experience.
  • Patient journey mapping leads to improved patient satisfaction, better clinical outcomes, and increased operational efficiency.
  • Developing a patient journey map requires clear objectives, a cross-functional team, and data-driven approaches to gaining insight.
  • Improvement strategies should be developed for each critical moment and touchpoint, with changes implemented and continuously monitored for effectiveness over time.

What is Patient Journey Mapping and Why Is It Important?

Patient journey mapping is the process of creating a detailed visualization of a patient’s healthcare journey, from initial contact through treatment and follow-up care, identifying every touchpoint along the way. This methodical approach helps healthcare providers see the care process from the patient perspective, including the highs, lows, and gaps in the patient experience.

The example below is from the U.S. Department of Veteran Affairs, and shows how intricate and complex the patient journey is once it’s mapped completely. This drives home the importance of documenting the journey visually in order to see it in a holistic way.

Patient journey mapping template from the U.S. Department of Veteran Affairs

Image Source

When done effectively, patient journey mapping is a valuable tool driving more seamless, integrated, and patient-centered care. Journey mapping also helps healthcare organizations make informed decisions about where to allocate resources, how to streamline operations, and ways to personalize care to meet the unique needs of each patient.

In the end, the benefits of patient journey mapping are threefold:

  • Improved Patient Satisfaction : Enhances the overall patient experience by addressing specific needs and preferences, leading to higher satisfaction rates.
  • Better Clinical Outcomes : Identifies opportunities for early intervention and personalized care plans, contributing to improved health results.
  • Increased Operational Efficiency : Streamlines healthcare processes by pinpointing inefficiencies and redundancies, leading to more effective use of resources.

It leads to 360-degree improvements that enhance clinical, administrative, and operational aspects of both the healthcare system and the patient experience. In the next section, we’ll walk through the steps you can take to develop a patient journey map for your organization.

Your Step-by-Step Patient Journey Mapping Template

1. identify the goals and scope of your map.

Begin by d eve loping a clear vision of what you aim to achieve through patient journey mapping. Whether it’s to enhance patient satisfaction, streamline healthcare delivery, or identify gaps in service, setting specific objectives will direct your mapping efforts. During this step, you should also determine the scope of your map (i.e. whether it focuses on a particular service line or the entire healthcare experience).

2. Gather a Cross-Functional Team

Assemble a team that represents a broad spectrum of roles within your organization, including clinicians, administrative staff, IT professionals, and cust ome r service representatives. Diverse perspectives ensure a holistic view of the patient journey, capturing insights from every facet of patient interaction. 

3. Map the Patient Touchpoints

Systematically list every interaction point between the patient and your healthcare system. This includes digital touchpoints like website visits, appointment scheduling portals, and social media interactions, as well as physical touchpoints like clinic visits, phone calls, and direct mail communication. Mapping these touchpoints requires a detailed understanding of the patient’s path through your system, from initial awareness through treatment and follow-up care.

4. Collect and Analyze Data

Leverage diverse data sources to understand patient experiences at each touchpoint. Collect patient feedback through cha nne ls like surveys, interviews, and comment cards. Analyze staff insights and review operational data. Look for patterns in behavior and satisfaction levels, and identify bottlenecks or pain points in the patient journey.

Having a centralized data management platform in place is crucial for this step—it provides a central repository for the data you collect as part of your patient journey mapping exercise, while also giving you seamless access to historical data in one location.

5. Visualize the Journey

Develop a visual representation of the patient journey. Use flowcharts, storyboards, or diagrams to depict the sequence of touchpoints and the patient’s experience at each stage. This visualization should be from the patient’s perspective, highlighting critical interactions, emotions, and decision points.

Tools like customer journey mapping software can facilitate this process, but even simple graphical tools or whiteboards can be effective.

6. Identify Moments of Truth

Highlight key moments in the journey that significantly impact the patient’s perception of care—things like first contact, diagnosis communication, wait times, and billing support. These are opportunities to make a lasting impression on the patient, and identifying them allows your team to prioritize areas for immediate improvement or innovation.

7. Develop Improvement Strategies

For each critical moment and touchpoint, evaluate what’s working effectively as well as areas for potential improvements. Call out specific gaps and pain points that may exist for the patient at every stage on your journey map. Then, brainstorm how to resolve them.

This may happen by introducing new technologies, optimizing existing processes, providing additional training for your staff, enhancing communication strategies, and more.

8. Implement Changes

Prioritize the identified improvements based on their potential impact and feasibility. Create a detailed implementation plan, assigning clear responsibilities and deadlines. Ensure there is a mechanism for tracking progress and measuring the impact of these changes on the patient experience and other goals and objectives you set at the start of the process.

9. Monitor and Adjust

Establish a continuous feedback loop to monitor the effectiveness of implemented changes. Use patient feedback, staff input, and performance metrics to assess progress. Be prepared to make iterative adjustments to your strategies based on this feedback, fostering a culture of continuous improvement.

Putting it All Together

Embarking on patient journey mapping is more than a strategic exercise—it’s a commitment to elevating the standard of care through a deep understanding of the patient’s experience. It represents a pivotal shift toward a more empathetic, patient-centric approach in healthcare, where decisions are informed by the nuanced needs and experiences of those we serve.

Gaine’s Coperor platform is a scalable, ecosystem-wide master data management solution designed for the unique challenges of the healthcare and life sciences industries. It creates a single source of data truth within an organization that makes initiatives like journey mapping possible. Learn more here or start your real-time Coperer demo today.

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Article Contents

Introduction, why patient journey mapping, how is patient journey mapping conducted, use of technology in patient journey mapping, future implications for patient journey mapping, conclusions, patient journey mapping: emerging methods for understanding and improving patient experiences of health systems and services.

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Lemma N Bulto and Ellen Davies Shared first authorship.

Conflict of interest: none declared.

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Lemma N Bulto, Ellen Davies, Janet Kelly, Jeroen M Hendriks, Patient journey mapping: emerging methods for understanding and improving patient experiences of health systems and services, European Journal of Cardiovascular Nursing , 2024;, zvae012, https://doi.org/10.1093/eurjcn/zvae012

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Patient journey mapping is an emerging field of research that uses various methods to map and report evidence relating to patient experiences and interactions with healthcare providers, services, and systems. This research often involves the development of visual, narrative, and descriptive maps or tables, which describe patient journeys and transitions into, through, and out of health services. This methods corner paper presents an overview of how patient journey mapping has been conducted within the health sector, providing cardiovascular examples. It introduces six key steps for conducting patient journey mapping and describes the opportunities and benefits of using patient journey mapping and future implications of using this approach.

Acquire an understanding of patient journey mapping and the methods and steps employed.

Examine practical and clinical examples in which patient journey mapping has been adopted in cardiac care to explore the perspectives and experiences of patients, family members, and healthcare professionals.

Quality and safety guidelines in healthcare services are increasingly encouraging and mandating engagement of patients, clients, and consumers in partnerships. 1 The aim of many of these partnerships is to consider how health services can be improved, in relation to accessibility, service delivery, discharge, and referral. 2 , 3 Patient journey mapping is a research approach increasingly being adopted to explore these experiences in healthcare. 3

a patient-oriented project that has been undertaken to better understand barriers, facilitators, experiences, interactions with services and/or outcomes for individuals and/or their carers, and family members as they enter, navigate, experience and exit one or more services in a health system by documenting elements of the journey to produce a visual or descriptive map. 3

It is an emerging field with a clear patient-centred focus, as opposed to studies that track patient flow, demand, and movement. As a general principle, patient journey mapping projects will provide evidence of patient perspectives and highlight experiences through the patient and consumer lens.

Patient journey mapping can provide significant insights that enable responsive and context-specific strategies for improving patient healthcare experiences and outcomes to be designed and implemented. 3–6 These improvements can occur at the individual patient, model of care, and/or health system level. As with other emerging methodologies, questions have been raised regarding exactly how patient journey mapping projects can best be designed, conducted, and reported. 3

In this methods paper, we provide an overview of patient journey mapping as an emergent field of research, including reasons that mapping patient journeys might be considered, methods that can be adopted, the principles that can guide patient journey mapping data collection and analysis, and considerations for reporting findings and recognizing the implications of findings. We summarize and draw on five cardiovascular patient journey mapping projects, as examples.

One of the most appealing elements of the patient journey mapping field of research is its focus on illuminating the lived experiences of patients and/or their family members, and the health professionals caring for them, methodically and purposefully. Patient journey mapping has an ability to provide detailed information about patient experiences, gaps in health services, and barriers and facilitators for access to health services. This information can be used independently, or alongside information from larger data sets, to adapt and improve models of care relevant to the population that is being investigated. 3

To date, the most frequent reason for adopting this approach is to inform health service redesign and improvement. 3 , 7 , 8 Other reasons have included: (i) to develop a deeper understanding of a person’s entire journey through health systems; 3 (ii) to identify delays in diagnosis or treatment (often described as bottlenecks); 9 (iii) to identify gaps in care and unmet needs; (iv) to evaluate continuity of care across health services and regions; 10 (v) to understand and evaluate the comprehensiveness of care; 11 (vi) to understand how people are navigating health systems and services; and (vii) to compare patient experiences with practice guidelines and standards of care.

Patient journey mapping approaches frequently use six broad steps that help facilitate the preparation and execution of research projects. These are outlined in the Central illustration . We acknowledge that not all patient journey mapping approaches will follow the order outlined in the Central illustration , but all steps need to be considered at some point throughout each project to ensure that research is undertaken rigorously, appropriately, and in alignment with best practice research principles.

Steps for conducing patient journey mapping.

Steps for conducing patient journey mapping.

Five cardiovascular patient journey mapping research examples have been included in Figure 1 , 12–16 to provide specific context and illustrate these six steps. For each of these examples, the problem or gap in practice or research, consultation processes, research question or aim, type of mapping, methods, and reporting of findings have been extracted. Each of these steps is then discussed, using these cardiovascular examples.

Examples of patient journey mapping projects.

Examples of patient journey mapping projects.

Define the problem or gap in practice or research

Developing an understanding of a problem or gap in practice is essential for facilitating the design and development of quality research projects. In the examples outlined in Figure 1 , it is evident that clinical variation or system gaps have been explored using patient journey mapping. In the first two examples, populations known to have health vulnerabilities were explored—in Example 1, this related to comorbid substance use and physical illness, 13 and in Example 2, this related to geographical location. 13 Broader systems and societal gaps were explored in Examples 4 and 5, respectively, 15 , 16 and in Example 3, a new technologically driven solution for an existing model of care was tested for its ability to improve patient outcomes relating to hypertension. 14

Consultation, engagement, and partnership

Ideally, consultation with heathcare providers and/or patients would occur when the problem or gap in practice or research is being defined. This is a key principle of co-designed research. 17 Numerous existing frameworks for supporting patient involvement in research have been designed and were recently documented and explored in a systematic review by Greenhalgh et al . 18 While none of the five example studies included this step in the initial phase of the project, it is increasingly being undertaken in patient partnership projects internationally (e.g. in renal care). 17 If not in the project conceptualization phase, consultation may occur during the data collection or analysis phase, as demonstrated in Example 3, where a care pathway was co-created with participants. 14 We refer readers to Greenhalgh’s systematic review as a starting point for considering suitable frameworks for engaging participants in consultation, partnership, and co-design of patient journey mapping projects. 18

Design the research question/project aim

Conducting patient journey mapping research requires a thoughtful and systematic approach to adequately capture the complexity of the healthcare experience. First, the research objectives and questions should be clearly defined. Aspects of the patient journey that will be explored need to be identified. Then, a robust approach must be developed, taking into account whether qualitative, quantitative, or mixed methods are more appropriate for the objectives of the study.

For example, in the cardiac examples in Figure 1 , the broad aims included mapping existing pathways through health services where there were known problems 12 , 13 , 15 , 16 and documenting the co-creation of a new care pathway using quantitative, qualitative, or mixed methods. 14

In traditional studies, questions that might be addressed in the area of patient movement in health systems include data collected through the health systems databases, such as ‘What is the length of stay for x population’, or ‘What is the door to balloon time in this hospital?’ In contrast, patient mapping journey studies will approach asking questions about experiences that require data from patients and their family members, e.g. ‘What is the impact on you of your length of stay?’, ‘What was your experience in being assessed and undergoing treatment for your chest pain?’, ‘What was your experience supporting this patient during their cardiac admission and discharge?’

Select appropriate type of mapping

The methods chosen for mapping need to align with the identified purpose for mapping and the aim or question that was designed in Step 3. A range of research methods have been used in patient journey mapping projects involving various qualitative, quantitative, and mixed methods techniques and tools. 4 Some approaches use traditional forms of data collection, such as short-form and long-form patient interviews, focus groups, and direct patient observations. 18 , 19 Other approaches use patient journey mapping tools, designed and used with specific cultural groups, such as First Nations peoples using artwork, paintings, sand trays, and photovoice. 17 , 20 In the cardiovascular examples presented in Figure 1 , both qualitative and quantitative methods have been used, with interviews, patient record reviews, and observational techniques adopted to map patient journeys.

In a recent scoping review investigating patient journey mapping across all health care settings and specialities, six types of patient journey mapping were identified. 3 These included (i) mapping key experiences throughout a period of illness; (ii) mapping by location of health service; (iii) mapping by events that occurred throughout a period of illness; (iv) mapping roles, input, and experiences of key stakeholders throughout patient journeys; (v) mapping a journey from multiple perspectives; and (vi) mapping a timeline of events. 3 Combinations or variations of these may be used in cardiovascular settings in the future, depending on the research question, and the reasons mapping is being undertaken.

Recruit, collect data, and analyse data

The majority of health-focused patient journey mapping projects published to date have recruited <50 participants. 3 Projects with fewer participants tend to be qualitative in nature. In the cardiovascular examples provided in Figure 1 , participant numbers range from 7 14 to 260. 15 The 3 studies with <20 participants were qualitative, 12 , 14 , 16 and the 2 with 95 and 260 participants, respectively, were quantitative. 13 , 15 As seen in these and wider patient journey mapping examples, 3 participants may include patients, relatives, carers, healthcare professionals, or other stakeholders, as required, to meet the study objectives. These different participant perspectives may be analysed within each participant group and/or across the wider cohort to provide insights into experiences, and the contextual factors that shape these experiences.

The approach chosen for data collection and analysis will vary and depends on the research question. What differentiates data analysis in patient journey mapping studies from other qualitative or quantitative studies is the focus on describing, defining, or exploring the journey from a patient’s, rather than a health service, perspective. Dimensions that may, therefore, be highlighted in the analysis include timing of service access, duration of delays to service access, physical location of services relative to a patient’s home, comparison of care received vs. benchmarked care, placing focus on the patient perspective.

The mapping of individual patient journeys may take place during data collection with the use of mapping templates (tables, diagrams, and figures) and/or later in the analysis phase with the use of inductive or deductive analysis, mapping tables, or frameworks. These have been characterized and visually represented in a recent scoping review. 3 Representations of patient journeys can also be constructed through a secondary analysis of previously collected data. In these instances, qualitative data (i.e. interviews and focus group transcripts) have been re-analysed to understand whether a patient journey narrative can be extracted and reported. Undertaking these projects triggers a new research cycle involving the six steps outlined in the Central illustration . The difference in these instances is that the data are already collected for Step 5.

Report findings, disseminate findings, and take action on findings

A standardized, formal reporting guideline for patient journey mapping research does not currently exist. As argued in Davies et al ., 3 a dedicated reporting guide for patient journey mapping would be ill-advised, given the diversity of approaches and methods that have been adopted in this field. Our recommendation is for projects to be reported in accordance with formal guidelines that best align with the research methods that have been adopted. For example, COREQ may be used for patient journey mapping where qualitative methods have been used. 20 STROBE may be used for patient journey mapping where quantitative methods have been used. 21 Whichever methods have been adopted, reporting of projects should be transparent, rigorous, and contain enough detail to the extent that the principles of transparency, trustworthiness, and reproducibility are upheld. 3

Dissemination of research findings needs to include the research, healthcare, and broader communities. Dissemination methods may include academic publications, conference presentations, and communication with relevant stakeholders including healthcare professionals, policymakers, and patient advocacy groups. Based on the findings and identified insights, stakeholders can collaboratively design and implement interventions, programmes, or improvements in healthcare delivery that overcome the identified challenges directly and address and improve the overall patient experience. This cyclical process can hopefully produce research that not only informs but also leads to tangible improvements in healthcare practice and policy.

Patient journey mapping is typically a hands-on process, relying on surveys, interviews, and observational research. The technology that supports this research has, to date, included word processing software, and data analysis packages, such as NVivo, SPSS, and Stata. With the advent of more sophisticated technological tools, such as electronic health records, data analytics programmes, and patient tracking systems, healthcare providers and researchers can potentially use this technology to complement and enhance patient journey mapping research. 19 , 20 , 22 There are existing examples where technology has been harnessed in patient journey. Lee et al . used patient journey mapping to verify disease treatment data from the perspective of the patient, and then the authors developed a mobile prototype that organizes and visualizes personal health information according to the patient-centred journey map. They used a visualization approach for analysing medical information in personal health management and examined the medical information representation of seven mobile health apps that were used by patients and individuals. The apps provide easy access to patient health information; they primarily import data from the hospital database, without the need for patients to create their own medical records and information. 23

In another example, Wauben et al. 19 used radio frequency identification technology (a wireless system that is able to track a patient journey), as a component of their patient journey mapping project, to track surgical day care patients to increase patient flow, reduce wait times, and improve patient and staff satisfaction.

Patient journey mapping has emerged as a valuable research methodology in healthcare, providing a comprehensive and patient-centric approach to understanding the entire spectrum of a patient’s experience within the healthcare system. Future implications of this methodology are promising, particularly for transforming and redesigning healthcare delivery and improving patient outcomes. The impact may be most profound in the following key areas:

Personalized, patient-centred care : The methodology allows healthcare providers to gain deep insights into individual patient experiences. This information can be leveraged to deliver personalized, patient-centric care, based on the needs, values, and preferences of each patient, and aligned with guideline recommendations, healthcare professionals can tailor interventions and treatment plans to optimize patient and clinical outcomes.

Enhanced communication, collaboration, and co-design : Mapping patient interactions with health professionals and journeys within and across health services enables specific gaps in communication and collaboration to be highlighted and potentially informs responsive strategies for improvement. Ideally, these strategies would be co-designed with patients and health professionals, leading to improved care co-ordination and healthcare experience and outcomes.

Patient engagement and empowerment : When patients are invited to share their health journey experiences, and see visual or written representations of their journeys, they may come to understand their own health situation more deeply. Potentially, this may lead to increased health literacy, renewed adherence to treatment plans, and/or self-management of chronic conditions such as cardiovascular disease. Given these benefits, we recommend that patients be provided with the findings of research and quality improvement projects with which they are involved, to close the loop, and to ensure that the findings are appropriately disseminated.

Patient journey mapping is an emerging field of research. Methods used in patient journey mapping projects have varied quite significantly; however, there are common research processes that can be followed to produce high-quality, insightful, and valuable research outputs. Insights gained from patient journey mapping can facilitate the identification of areas for enhancement within healthcare systems and inform the design of patient-centric solutions that prioritize the quality of care and patient outcomes, and patient satisfaction. Using patient journey mapping research can enable healthcare providers to forge stronger patient–provider relationships and co-design improved health service quality, patient experiences, and outcomes.

None declared.

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Patient Journey Mapping In 2023, Guide + [Examples & Template]

Sliman M. Baghouri

Sliman M. Baghouri

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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.

Other topics I will discuss are:

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
  • what are the benefits of patient journey mapping
  • step by step process how to create a patient journey map
  • patient journey example
  • the secret to a result driven patient journey map

Sliman M. Baghouri

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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  • What is Patient Experience & Why It Is Importance ?

A Comprehensive Guide to Patient Journey Mapping

  • Author: Wavetec
  • Published: January 26, 2024

Is regulating patient experience at your healthcare service a challenging task? If your patients leave the hospital unsatisfied with the service, we have a solution for you!

Patient journey mapping is vital in understanding your patient’s experience at every step of interaction with the hospital, whether virtual or physical. This allows you to empathize with your patients, facilitate their experience, and contribute in uncertain and stressful times.

Parallel to the patient’s journey, healthcare systems face increasing challenges in patient management, regulating space constraints, limiting healthcare providers, and budgeting. By mapping the patient journey , you can pinpoint the shortfalls in your management services, improve facilities, and increase patient turnout.

The patient journey map must be curated in detail, accounting for various touchpoints and patient perceptions. The most accurate method of measuring healthcare quality is pairing patient journey maps with patient satisfaction scores, such as the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAPHPS) and a Net Promoter Score (NPS) .

Higher scores speak volumes about your healthcare services, increase patient retention, and promise returns.

What is Patient Journey Mapping?

Patient Journey Mapping is a strategic tool in healthcare that visually illustrates the entire patient experience, from initial contact to post-treatment follow-up. It involves mapping out key touchpoints and stages, such as appointment scheduling, diagnosis, treatment, and aftercare.

This process allows healthcare providers to understand the patient’s pathway through the healthcare system comprehensively.

Amidst the changing landscape of the healthcare industry, patients look for service providers that offer a personalized experience. Besides renowned healthcare providers, patients look for a human-centric environment that provides timely and efficient services.

Moreover, modern consumer requirements demand a digital transformation of healthcare services.

Healthcare managers can use patient journey maps to visualize the blind spots and pain points in a patient’s experience. A distinguished healthcare service sees journey mapping as a powerful tool that tells about a patient’s well-being and connects care providers with their emotional journeys.

You can make your practices to be more empathetic and make a difficult journey seamless.

The Benefits of Patient Journey Mapping

Investing in patient experience mapping carries benefits for both parties, care providers and patients. We have highlighted some benefits of journey mapping below:

Improved patient communication

Identifying unaddressed patient issues helps build a connection with the patient. Keeping them at the model’s center and informing them of changes before their visit reduces frustration and confusion.

Continuous patient care

With a streamlined workflow, staff members and care providers can remove uncertainties from a patient’s care journey. An integrated healthcare system removes loopholes, such as overbooked appointments, which otherwise lead to negative patient feelings.

Personalized care

Given the nature of the treatment plans and services offered by the healthcare industry, a one-shoe-fits-all theory does not apply to the consumers. By integrating patient data with business models, you can provide a customized experience to the patients.

Turn-out increases when patients receive automated appointment reminders and physician availability updates.

Improved Efficiency

Patient journey maps identify the demand for time management and sensitivity in healthcare. Feasibility arrangements such as pre-booking appointments, receiving digital laboratory reports, and online consultations boost patient satisfaction.

Patient retention and profitability

Patient feedback is crucial to introducing or revising policies, growth opportunities, and consistent revenues.

image

Seamless Patient Journey

With our intuitive interface, patients can easily register, check-in, and monitor their queue status. This reduces their anxiety, improves their overall experience, and fosters a positive perception of your healthcare facility.

7 Key Stages in the Patient Journey

Patient journey mapping differs for each hospital or clinic, depending on the care level. Most tertiary care hospitals identify three key stages when patients experience mapping .

Touchpoints of each step may differ slightly in pregnancies, emergency services, and outpatient departments.

Let’s read about the details of each stage below:

1. Awareness:

  • This stage often begins with recognizing symptoms, changes in health, or routine checkups revealing potential issues.
  • Patients may notice something is amiss, prompting them to seek further information or professional advice.

2. Consideration:

  • Information gathering kicks into high gear. Patients may research their symptoms, explore potential causes, and consider various treatment options.
  • Seeking advice from healthcare professionals, friends, or family members becomes a key part of this stage.

3. Decision:

  • Armed with information, patients make decisions about their course of action. This could involve choosing a specific healthcare provider, deciding on a treatment plan, or committing to lifestyle changes.
  • The decision-making process may also involve discussions with healthcare professionals to ensure alignment with the patient’s values and preferences.

4. Engagement:

  • This is the active phase, where patients interact with healthcare providers, undergo diagnostic tests, and initiate the chosen treatment plan.
  • Open communication between the patient and the healthcare team is crucial during this stage to address concerns, clarify expectations, and ensure a collaborative approach.

5. Treatment and Recovery:

  • The chosen treatment plan is implemented, whether it’s medication, surgery, therapy, or a combination of interventions.
  • Recovery involves monitoring progress, managing potential side effects, and adapting the treatment plan as needed.

6. Follow-Up and Maintenance:

  • Post-treatment, patients often enter a phase of follow-up care. This can include regular check-ups, monitoring for recurrence, and adjusting treatment plans as necessary.
  • Lifestyle changes and ongoing self-care may be emphasized to maintain health and prevent future issues.

7. End-of-Life Care (if applicable):

  • In cases of terminal illness, this stage involves compassionate and supportive care. Palliative care aims to enhance quality of life, manage symptoms, and provide emotional and spiritual support.
  • This stage emphasizes open communication about end-of-life preferences and ensures a dignified and comfortable experience for the patient and their loved ones.

Analyzing the Patient Journey Map

Once you have designed a patient journey map for your service, the correct way of utilizing the maps is to identify the pain points. Next, we enlist and discuss some common hurdles patients face that delay prompt care, including internal and external factors or barriers to healthcare.

1- Pre-visit

  • The patient feels anxious about the medical condition.
  • The website needs more information about the healthcare facility to make patients satisfied. Your website must be SEO-friendly and listed on Google to regulate patient management.
  • During this stage, missed phone calls and confusing appointment scheduling tasks lead to care provision delays.
  • Limited communication with consultants before visiting

2- At the healthcare facility

  • Filling out the pre-appointment questionnaire is time-consuming and makes patients uneasy.
  • Lengthy waiting times and mismanaged queues for appointments reduces patient satisfaction. Patients waiting at the facility can be guided using digital signage that communicates announcements, turns, and navigates around the healthcare facility.
  • Explaining old symptoms and information to the same care provider at every visit frustrates patients.

3- Post-treatment plan

  • Billing and initiating the hospital discharge process is often tedious.
  • Receiving feedback from patients to measure patient satisfaction.
  • Unable to monitor the patient at home and set up follow-up appointments creates mistrust between the patient and the doctor.

Gain valuable insights

Leverage our healthcare queue management system’s data to make informed decisions to improve the patient experience. We have seen up to a 35% increase in patient satisfaction.

Patient Journey Mapping Template

We have designed templates of patient journey maps to help you make the best one for your hospital system. As shown in the samples, patients visiting different departments have specific touchpoints. For example, a patient scheduling his appointment for the outpatient department will research the clinic and the primary caregiver.

Out-patient-mapping-journey

However, the primary concern for patients requiring urgent care will be prompt ambulance services and treatment. Despite the differences, all patient journey maps are based on three key stages: pre-hospital care, in-hospital care, and post-treatment plans.

emergency-patient-mapping-journey

Patient Journey Improvement Solutions

If you want to enhance patient flow management and boost patient satisfaction at your hospital, we recommend using pre-engineered solutions. There are many ways to improve the quality of service you provide to your patients.

One such solution is the Wavetec patient flow system. Adopting a digital healthcare system can optimize patient-doctor interaction and improve investment returns.

We have put together the most impactful solutions your facility can sign-up for each stage of the patient journey map. Here’s what they are:

  • Online appointment and booking
  • Queue management – People counting, WhatsApp Queuing, Queue management applications, Digital Signage
  • Patient application
  • Self-check-in kiosks
  • Integrated manager dashboards and analytics
  • Customer feedback reports
  • Curbside pickups

Let’s learn about each solution and how it will benefit your healthcare center.

1. Simplify Online Appointment Booking

schedule-an-online-appointment

Before visiting the facility, patients can schedule online appointments and ticketing on the website or patient application with their preferred physician. This service allows your patients to book seamlessly, check-in and receive wait time or canceled appointment notifications. Satisfying your customer before they arrive mitigates their already-high worry levels.

2. Patient Management

wavetec's-watsapp-queuing

Waiting in queues for examination rooms and healthcare providers is a major source of concern for patients. You can reduce perceived wait times by giving patients a virtual waiting room. This can be done by signing up for WhatsApp Queuing and the Queue Management Mobile App. These services give patients virtual tickets and wait time notifications, allowing them to manage time effectively.

self-service-kiosks

Walk-in patients and patients with pre-booked appointments can also use automated, self-service kiosks at the facility to check in or reschedule appointments. Patients can scan the displayed QR code or use biometrics technology to receive tickets via SMS, Email or WhatsApp.

You can manage the patient count in the waiting area using a real-time counter and digital signage . This helps emergency case patients to navigate the hospital without confusion.

3. Promoting Patient Satisfaction

Many patients must visit the healthcare facility multiple times to collect laboratory reports, prescriptions, and medications. You can facilitate this tedious process by providing delivery and curbside pickup options. This regulates unnecessary traffic at your hospital and saves time for patients.

integrated-patient-application

Investing in Patient Applications is a great marketing tool and a one-stop solution to patient worries. Individuals can learn more about your facility’s services, access laboratory reports, initiate billing, and receive updates and reminder notifications. This is particularly useful in conducting telehealth rotations with expecting mothers and palliative care patients who cannot visit the facility often.

4. Patient Feedback

customer-feedback

Receiving your consumer’s feedback and solving their queries ensures a successful approach to patient journey mapping. Wavetec has designed a customer feedback solution to measure customer satisfaction and follow up on your staff’s performance.

Additionally, you can get a management portal for the hospital staff and care providers. This can be integrated with patient data to give healthcare providers complete information.

Softwares such as Spectra include dashboard analytics and reports on the performance of each department to help you identify the shortfalls. This will help you build a congregated team that runs operations smoothly in the patient’s best interest.

Studies have shown that facilities using solution experience up to a 50% decrease in missed appointments, optimizing resource utilization and increasing revenue.

The modern healthcare system requires providers to be more involved in providing a seamless patient experience. In this blog, we highlight the role of patient journey mapping to help you identify touchpoints in a patient’s journey. Before, during, and after treatment, it is crucial to comprehend the patient’s viewpoint to ensure proper care.

Patient journey solutions are, therefore, integral in distinguishing your healthcare facility. Investing in patient applications, queue management software, receiving customer feedback, and analyzing it is vital in improving your standing.

Adopt our solutions, transform the healthcare industry, and make your approach more empathetic!

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patient journey mapping ppt

Patient journey 101: Definition, benefits, and strategies

Last updated

22 August 2023

Reviewed by

Melissa Udekwu, BSN., RN., LNC

Today’s patients are highly informed and empowered. They know they have choices in their healthcare, which can put healthcare providers under a lot of pressure to provide solutions and meet their patients’ expectations.

Just like any customer, patients embark on a journey that begins before they ever contact the provider. This makes understanding the journey and where improvements can be made extremely important. Mapping the patient journey can help practitioners provide better care, retain a solid customer base, and ultimately identify ways to improve patient health.

  • What is the patient journey?

The patient journey is best described as the sequence of experiences a patient has from admission to discharge. This includes all the touchpoints between the patient and provider from beginning to end.

The patient journey continues through consultation, where they meet the potential caregiver. That portion of the journey includes interactions with a doctor and support staff, how long they wait to be seen, and the steps taken for diagnosis and treatment.

The patient’s post-care journey includes follow-ups from the healthcare provider, post-treatment care, and billing. For example, if the patient has questions about post-surgery care or how to read their invoice, how quickly their questions are answered and their problems resolved will impact their satisfaction.

Mapping the patient journey helps healthcare providers improve patient satisfaction at every step of the way. By collecting data at each stage and conducting an in-depth analysis, providers can identify patient concerns and make the necessary improvements to meet their patient satisfaction goals.

What is another name for the patient journey?

The term “patient funnel” describes the journey patients take from first learning about a healthcare provider or healthcare product to actually making an appointment or purchase. This “funnel” can be applied to any type of business, describing the stages a customer goes through to obtain a service.

  • Understanding the stages of the patient journey

Each stage of the patient journey is essential to a positive patient experience . Gathering and analyzing data can alert healthcare providers to potential issues throughout the journey.

Data collection at each of the following stages will give healthcare providers the information they need to make the necessary improvements:

1. Awareness

Awareness is where the patient journey begins. This is when they first research symptoms and identify the need to see a medical professional.

They may consider at-home remedies and get advice from friends, social media, or websites. Once they identify the need for a healthcare provider, they continue their research via review sites, advertising campaigns, and seeking referrals from friends and family.

Determining the way patients become aware they need healthcare and the sources they use for research is important. The data collected at this stage could suggest your organization has an insufficient social media presence, inadequate advertising, or a website in need of an update.

To remedy these shortcomings, you might consider adding informational blogs to your website, performing a social media analysis, or closely monitoring customer reviews.

This stage in the patient journey is where the patient schedules services with the healthcare provider.

This engagement is essential for acquiring new patients and retaining current patients. Patients will contact you in several ways to schedule an appointment or get information. Most will call on the first attempt to schedule an appointment.

This is a crucial touchpoint in the journey. A new patient may become frustrated and move on if they find it difficult to access your services or are placed on hold for a long period or transferred numerous times.

Patient engagement occurs in other ways, such as your online patient portal, text messages, and emails. Your patients may interact differently, so it’s important to gather data that represents their preferred means of communication. Work to make the improvements required to correct access issues and ensure efficient communication.

The care stage can include everything from your patient’s interaction with the front desk to how long they have to wait in the examination room to see a doctor.

Check-in, check-out, admissions, discharge, billing, and of course, the actual visit with the healthcare provider are other touchpoints in the care stage.

There are a couple of ways to gather and analyze this data. Most organizations choose to analyze it holistically, even if it’s collected separately. For example, you might gather data about the patient’s interaction with the front desk, the clinical visit, and the discharge process, but you may want to analyze the care segment as a whole.

4. Treatment

Treatment may be administered in the office. For example, a patient diagnosed with hypertension may have medication prescribed. That medication is the treatment. Gathering information at this stage is critical to see how your patient views the healthcare provider’s follow-up or responses to inquiries.

In most cases, treatment extends beyond the initial clinical visit. For example, a patient might require additional tests to get a diagnosis. Providing the next steps to a patient in a timely manner and letting them know the test results is crucial to patient satisfaction .

5. Long term

A satisfied patient results in a long-term relationship and referrals to friends and family. Most of the data collected at this stage will be positive since the patient is continuing to use your services.

Gathering data after the treatment stage allows you to expand on the qualities that keep patients returning for your services in the long term.

  • Benefits of patient journey mapping

The patient benefits from their healthcare provider understanding their journey and taking steps to improve it. Healthcare providers also reap several benefits, including the following:

1. Efficient patient care

When they understand the patient journey, healthcare providers can provide care more efficiently and spend less time and money on unnecessary, unwanted communications.

2. Proactive patient care

Proactive patient care is aimed at preventing rather than treating disease. For example, women who are over a certain age should have an annual mammogram, smokers may be tested for lung disease, and elderly women may need a bone density study. These preventative measures can help keep disease at bay, improve health outcomes, and build trust with patients.

3. Value-based patient care

Patients don’t want to feel they are being charged unfairly for their healthcare. Focusing on the individual patient promotes satisfaction and yields positive outcomes.

The Center for Medicare and Medicaid Services (CMS) has issued recent guidelines for participants that help offset the costs of high-quality care through a reward system.

4. Retention and referrals

Patients who are happy with their journey will keep returning for healthcare, and happy patients equal voluntary referrals. Many providers offer rewards to incentify referrals.

  • How to get started with patient journey mapping

Follow the steps below to start the patient journey mapping process:

Establish your patient personas

Journey mapping is a great way to identify your patient’s characteristics so that their experience can be further enhanced.

Some of the following determinations can help you pinpoint your patient’s persona and establish protocols to provide a better service:

How do your patients prefer to communicate? Are they more comfortable with phone calls, texts, or other methods?

How are most patients finding your services? Are they being referred by friends or family members, or are they seeing advertisements?

Would the patient prefer in-person communication or telecommunication?

What are the patient’s expectations of care?

This data can be complex and widespread, but it can give you the information you need to more effectively and efficiently communicate with your patients.

Understand the entire patient lifecycle

Each patient is unique. Understanding the patient lifecycle can avoid confusion and miscommunication.

To positively engage the patient, you’ll need to gather data not only about communication methods but where they are in the patient journey, their health issue, and their familiarity with the healthcare provider’s procedures and treatment options.

Understand the moments of truth

With a few exceptions, most people seek healthcare services when they are ill or have a healthcare issue. These situations can cause patients to feel stressed and anxious. It’s these moments of interaction where compassion, knowledge, and understanding can provide relief and reassurance.

When patients see their healthcare provider, they are looking for solutions to problems. It’s the provider’s opportunity to identify these moments of truth and capitalize on them.

Get the data you need

Healthcare providers can collect vast amounts of data from patients, but the data collected rarely goes far enough in analyzing and determining solutions.

Your patients have high expectations regarding personalized treatment based on data. They want personalized, easy access to medical information and records, responsive treatments and follow-up, and communication in their preferred format.

You need more than clinical data to give patients what they want. You also need personal data that sets each patient apart and ensures a tailored experience.

For example, it might be challenging for parents of small children to contact the clinic and schedule appointments at certain times of the day. As a healthcare provider, you’ll need to be aware of the best times to contact this individual and offer simple methods for scheduling appointments.

Another example is patients with physical disabilities. You can take steps to improve their access to and experience at the healthcare facility.

Encourage referrals and loyalty

Although engagement on social media and online forums is becoming more and more common, the best way for new patients to find you is through referrals. Referrals stem from satisfactory experiences and trust.

Get started today

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Journey Mapping

Download journey mapping templates for PowerPoint and Google Slides. Our 100% editable journey mapping slides and templates for presentations can help to prepare awesome presentations visualizing a customer journey.

A journey slide can be used to represent a variety of journey concepts, for example, to visualize the flow of the user in a new SaaS platform, or as part of a brick and mortar retail company. With the help of a customer journey map , marketers and analysts can present journey diagrams with awesome styles.

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Care Pathway Patient Journey Map Template for PowerPoint

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Buyers Journey vs Sales Funnel PowerPoint Template

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B2C Customer Journey Map PowerPoint Template

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B2B Customer Journey Map PowerPoint Template

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User Journey Design Process PowerPoint Template

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Customer Journey Map Horizontal PowerPoint Funnel

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4 Stages Journey Diagram Design for PowerPoint

Journey map slides can also be used to prepare presentations on customer segmentation and behavioral marketing.

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Patient journey presentation template.

Use this Patient Journey PowerPoint template and Google Slides theme to create visually appealing presentations in any professional setting. Its minimalistic design and ready-to-use features enhance your presentation slides ten folds.

The Patient Journey PPT template is professionally designed with the principles of vision sciences to capture your audience’s attention. Convey your message clearly with our unique set of editable infographics, icons, images, fonts, and presentation backgrounds. Download now and stand out in your next presentation with Patient Journey PowerPoint and Google Slides template.

Ask us to modify or edit any specific element of the Patient Journey template as per your need with our custom slides services. Lets collaborate to blend your ideas with our Patient Journey template and get the final product delivered within 24 hours.

Features of this PowerPoint Template & Google Slides Theme:

  • 100% editable with easy-to-use features.
  • Contains 4:3 and 16:9 aspect ratio suitable for all types of screens.
  • Includes icons, images, graphics, and infographics to capture audience’s attention.
  • Compatible with both Google Slides and Microsoft PowerPoint.

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Powerpoint Templates and Google slides for Patients Experience

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Measuring Patient Experience powerpoint presentation and google slides ICP

This PowerPoint presentation provides an overview of measuring patient experience. It covers topics such as the importance of patient experience, how to measure patient experience, and the benefits of measuring patient experience. It also includes examples of how patient experience can be measured, and how to use the results to improve patient care. This presentation is ideal for healthcare professionals, administrators, and other stakeholders interested in improving patient experience. It provides an in-depth look at how to measure patient experience and how to use the results to improve care.

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Presenting Patient Experience Healthcare In Powerpoint And Google Slides Cpb slide which is completely adaptable. The graphics in this PowerPoint slide showcase three stages that will help you succinctly convey the information. In addition, you can alternate the color, font size, font type, and shapes of this PPT layout according to your content. This PPT presentation can be accessed with Google Slides and is available in both standard screen and widescreen aspect ratios. It is also a useful set to elucidate topics like Patient Experience Healthcare. This well-structured design can be downloaded in different formats like PDF, JPG, and PNG. So, without any delay, click on the download button now.

Improve Patient Experience In Powerpoint And Google Slides Cpb

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IMAGES

  1. Editable Patient Journey Map Templates for PowerPoint

    patient journey mapping ppt

  2. Patient Journey PowerPoint Template

    patient journey mapping ppt

  3. Patient Journey Map PowerPoint Template

    patient journey mapping ppt

  4. Editable Patient Journey Map Templates for PowerPoint

    patient journey mapping ppt

  5. Patient Journey PowerPoint Template

    patient journey mapping ppt

  6. Journey Mapping PowerPoint Templates

    patient journey mapping ppt

VIDEO

  1. How to Journey Map for beginners in 2023

  2. Rheumatoid Arthritis Patient's Journey from Suffering to Recovery

  3. Patient Journey Mapping

  4. Customer Journey Mapping

  5. Customer & Patient Journey Mapping for Marketing Course Trailer

  6. Patient-Centricity & Other Key Strategies For Top Performing Field Medical Teams (MSLs)

COMMENTS

  1. Your Complete Guide to Patient Journey Mapping

    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.

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

    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.

  3. How to create a patient journey map in PowerPoint

    In this video I show you have to create a hypothetical patient journey map using Microsoft PowerPoint. Using very simple techniques we cover things from the ...

  4. Patient Journey Mapping

    Define the stages. Outline the patient journey by mapping out each stage and interaction with the healthcare system. This can include pre-visit, during a visit, and post-visit experiences. Tip: To speed up the process, run a journey mapping workshop with your team. It will help with the next step, too.

  5. Care Pathway Patient Journey Map Template for PowerPoint

    Presenters can download, edit and use this PPT template for their presentations with all versions of PowerPoint, Google Slides, and Keynote. The first slide of this Care Pathway Patient Journey Map Template for PowerPoint shows a four-column layout, each representing a specific phase of the journey, i.e., arrival, assessment, care, and outcome.

  6. Editable Patient Journey Map Templates for PowerPoint

    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).

  7. Patient Journey Mapping Templates

    A library of customizable patient journey map templates to quickly get started identifying the relevant scenarios and current workflows.. Import data from Microsoft Excel, Google spreadsheet, or CSV to centralize all of your information onto one infinite canvas to visualize any stage of the patient's journey.. Data-driven shapes to add more context and store information in one place.

  8. The 1-2-3 Guide to Patient Journey Mapping [Template Inside]

    1. Identify The Goals and Scope of Your Map. Begin by developing a clear vision of what you aim to achieve through patient journey mapping. Whether it's to enhance patient satisfaction, streamline healthcare delivery, or identify gaps in service, setting specific objectives will direct your mapping efforts.

  9. Free

    Reviews. Our feature-rich Patient Journey Slides for PowerPoint and Google Slides is perfect to represent the entire process a patient goes through while seeking medical care. Medical professionals can leverage this 100% editable set to explain the importance of understanding a patient's journey to enhance their experience and improve outcomes.

  10. 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 ...

  11. Patient Journey PowerPoint Template

    This Patient Journey PowerPoint Template has three vertical columns representing the three phases of clinical and emotional experience. A graph line is drawn on the upper section of the page, indicating the clinical stages on the upper side and the emotional journey on the lower side. A blue and red heart symbol is added on the upper and lower ...

  12. Patient journey mapping: emerging methods for understanding and

    Introduction. Quality and safety guidelines in healthcare services are increasingly encouraging and mandating engagement of patients, clients, and consumers in partnerships. 1 The aim of many of these partnerships is to consider how health services can be improved, in relation to accessibility, service delivery, discharge, and referral. 2, 3 Patient journey mapping is a research approach ...

  13. Patient Journey Mapping In 2023, Guide + [Examples & Template]

    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.

  14. A Comprehensive Guide to Patient Journey Mapping

    Analyzing the Patient Journey Map. Once you have designed a patient journey map for your service, the correct way of utilizing the maps is to identify the pain points. Next, we enlist and discuss some common hurdles patients face that delay prompt care, including internal and external factors or barriers to healthcare. 1- Pre-visit

  15. Healthcare Patient Journey PowerPoint Presentation 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.

  16. Patient Journey 101: Definition, Benefits, and Mapping

    The patient journey is best described as the sequence of experiences a patient has from admission to discharge. This includes all the touchpoints between the patient and provider from beginning to end. A patient's journey begins before they even walk through the doors of a doctor's office or hospital.

  17. Care Pathway Patient Journey Map PowerPoint Template

    Return to Care Pathway Patient Journey Map Template for PowerPoint. Activate your subscription Download unlimited PowerPoint templates, charts and graphics for your presentations with our annual plan.

  18. Patient Journey Mapping PowerPoint Presentation and Slides

    Presenting this set of slides with name Patient Journey Mapping Ppt Powerpoint Presentation Summary Graphics Template Cpb. This is an editable Powerpoint eight stages graphic that deals with topics like Patient Journey Mapping to help convey your message better graphically. This product is a premium product available for immediate download and ...

  19. Patient Journey PowerPoint Template

    The patient journey PowerPoint template is a medical presentation slide designed as a simple roadmap template. It allows the presenter to create a patient journey towards healthcare with touchpoints. This ten-step presentation in timeline design enables various presentations irrespective of the key topic. However, this is specifically made for ...

  20. Patient Journey Mapping Ppt Powerpoint Presentation Summary Graphics

    Presenting this set of slides with name Patient Journey Mapping Ppt Powerpoint Presentation Summary Graphics Template Cpb. This is an editable Powerpoint eight stages graphic that deals with topics like Patient Journey Mapping to help convey your message better graphically. This product is a premium product available for immediate download and ...

  21. Journey Mapping PowerPoint Templates

    Download journey mapping templates for PowerPoint and Google Slides. Our 100% editable journey mapping slides and templates for presentations can help to prepare awesome presentations visualizing a customer journey. A journey slide can be used to represent a variety of journey concepts, for example, to visualize the flow of the user in a new SaaS platform, or as part of a brick and mortar ...

  22. Patient Journey Map PowerPoint Template

    Patient Journey Map PowerPoint Template. Customize. We will customize this slide for you to fit your exact needs. Customize Now. $4.99. Patient-Journey-Map-PowerPoint-Template - 4x3. Patient-Journey-Map-PowerPoint-Template - 16x9. Add to Cart Buy Membership.

  23. Patients Experience PowerPoint Presentation and Slides

    Presenting our Patient Experience Journey Mapping Ppt Powerpoint Presentation Summary Slides Cpb PowerPoint template design. This PowerPoint slide showcases four stages. It is useful to share insightful information on Patient Experience Journey Mapping This PPT slide can be easily accessed in standard screen and widescreen aspect ratios. It is ...