Diagnostics: Additional labs, imaging or other diagnostic tests.Appointment: Time spent with clinicians.Arrival: Getting to and waiting at the physical location or virtual waiting room.Pre-Service: Addressing insurance issues, completing intake forms, getting medical records, and related issues.Making Contact: Reaching out to learn more or to schedule by phone, online, web chat or other means.Researching Care Options: Doctors, locations, specialties.Deciding to Act: New symptoms or a life event prompts action. No matter the symptoms or diagnosis – nor whether in-person or virtual, primary or specialty care – in non-emergency situations, the journey typically goes something like this: What Are the Phases of a Healthcare Journey Map? The primary purpose of crafting the journey map is to better understand and ultimately improve the customer journey, and so it is often called a customer experience map. Healthcare journey maps and experience maps are different names for the same thing. What’s the Difference Between a Healthcare Journey Map and a Healthcare Customer Experience Map? The key is to describe each phase, touchpoint, and related issues – motivations, pain points, emotions, messaging opportunities, or other details. What Is a Healthcare Journey Map?Ī healthcare journey map is a visual or text-based depiction of each touchpoint in a patient journey. Rather, it’s an acknowledgment that each healthcare encounter – how we find care, receive care, and engage aftercare – dramatically impacts how we make healthcare decisions when the next health issue arises.īy focusing on the circular nature of the journey and fine-tuning each of its touchpoints, you can increase patient satisfaction, loyalty, and retention. This isn’t pessimism or an assertion that people keep getting sick. The end of treatment doesn’t mark the journey’s end instead, it’s a period of maintenance before the next symptoms or life events trigger the journey to resume. But look closely at the healthcare journey and you’ll see it’s circular. Healthcare journey maps are usually drawn as a linear progression with a clear beginning and end.
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