Benefits of Leveraging Patient Experience Mapping
In healthcare, large datasets are generated from various sources across the value chain, including physician data sets and data generated on a daily basis from clinical trials, medical laboratories, and most importantly patients. Breadcrumbs of valuable information are contained in these datasets, it not only includes patient preferences and conditions but data related to therapies […]
In healthcare, large datasets are generated from various sources across the value chain, including physician data sets and data generated on a daily basis from clinical trials, medical laboratories, and most importantly patients. Breadcrumbs of valuable information are contained in these datasets, it not only includes patient preferences and conditions but data related to therapies and procedures that were optimized and customized to treat diseases. Patient journey analytics has the potential to uncover these findings by analyzing data that has been generated over a period of time, and such findings can help caregivers to make better decisions and optimize outcomes.
What is Patient Experience Mapping?
Patient experience mapping helps healthcare companies to gain a better understanding of what a patient experiences throughout his or her journey. Patient experience mapping outlines patient touch points during every stage of interaction which, in turn, helps healthcare companies to create strategies to enhance both patient experience and satisfaction.
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What Elements Should Patient Experience Maps Include?
In order to create and implement patient experience maps, organizations must have a deep understanding of the segments of patients they serve, and they wish to serve in the near future. Without completely grasping the audience’s needs and desires healthcare providers will have a difficult time identifying gaps and issues in their current care experience.
To get the most out of patient journey analytics it is important to have the following elements in the mapping exercise:
- Touchpoints: The major communication between the healthcare provider and patient revolves around touch points.
- Timelines: The interaction period is a mandatory element which should be mapped.
- External influences: Elements that will impact the patient journey which is beyond the control of the healthcare provider.
- Internal influences: Any element which might impact the patient experience mapping as a result of the healthcare provider’s policies.
- Barriers: Barriers are the factors that can create hindrances in patient experience mapping
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What are the Benefits?
Helps in minimizing care silos– Every healthcare provider has a few blind spots that may appear anywhere in the system right from scheduling an appointment to discharge of a patient or a follow-up checkup. When the workflow of a healthcare organization is properly mapped such blind spots will stop appearing and organizations can devise strategies to eliminate them.
Meet patient expectations– Every patient is now digitally empowered and before scheduling an appointment has expectations in mind. Patient journey analytics helps healthcare service providers to better understand these expectations and problems faced by patients.
Connect with patients at an emotional level– Patient experience maps help healthcare companies to empathize with patients and aid the healthcare organization to strike an emotional chord. Actionable insights provided by patient journey analytics help in building an emotional connect with the patient.
Discover pain points– A better and deep understanding of the pain points of a patient is much required to provide care. And uncovering pain points also paves the way for better healthcare.
Assist in continuous betterment– Analyzing patient journeys using patient experience maps is important. It helps in understanding recurring issues and in finding improvement opportunities to tackle such issues and ensure continuity of care.
Modern healthcare consumers are unique and mostly conduct extensive research before selecting a care provider. To effectively serve and engage with today’s value-driven customers, healthcare providers must focus on creating and providing excellent experiences for the patient that will lead to brand awareness and patient retention. The best way to understand the end-to-end patient experience and identify areas for improvement is by leveraging patient journey analytics to map patient journeys. The process of mapping a patient’s journey may start with a web search followed by scheduling an appointment. This patient experience mapping continues throughout the patient’s lifetime.
To know more about patient experience mapping, get in touch with our experts.
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