Tag: Patient journey maps

Patient Journey analytics

Patient Journey Analytics: Enabling Advanced and Optimized Patient Care

To stay relevant in today’s constantly evolving and competitive health care marketplace, healthcare service providers have started finding novel methods to demonstrate the value their products deliver and strive for innovation. Many healthcare companies provide excellent clinical care but fail when it comes to administrative experiences. By leveraging patient journey analytics solutions, healthcare companies can implement processes and programs that deliver relevant and timely information and fill gaps that cause leakages in the patient experience. This practice can be helpful in improving pre- and post-clinical engagement, as well as further health initiatives.

Quantzig’s patient journey analytics solutions help healthcare companies to reduce the cost of care and gain a competitive advantage in the market. Request a FREE proposal to gain detailed insights into our complete portfolio of analytics services.

We at Quantzig, understand the predicaments healthcare companies face while streamlining patient experience. And for over 15 years, we have helped numerous companies overcome market challenges by leveraging our industry-leading data modeling and analytics capabilities. In this article, our experts have highlighted the key benefits of patient journey analytics to help healthcare organizations drive excellence and identify indicators that may result in churn.

Benefits of Patient Journey Analytics

Benefit #1: Helps in stopping care silos

Every healthcare company has blind spots that can occur anywhere, right from appointment scheduling to point-of-care to discharge and follow-ups. Patient journey analytics helps in mapping the workflow of the organization that makes loopholes in the patient care more visible. By identifying such blind spots, healthcare organizations can avoid risks or negative patient experiences in some cases.

Whether you are a part of the marketing, product development, or customer experience team at a hospital, a pharma company, or a health insurer, patient journey analytics should be part of your toolbox for customer research. If you would like to learn more about customer journey analytics, get in touch with our experts today.

Benefit #2: Unveils pain points in patient’s journey

Patient journey analytics can unveil various pain points along the patient journey. Gaining a better understanding of the different pain points that a patient has within the journey can help healthcare organizations to create an opportunity for improvements in operations and keep a track of the patient flow. Furthermore, this can aid in advanced and optimized patient care.

Benefit #3: Make an emotional connect with patients

By leveraging patient journey analytics, healthcare service providers can better understand the patient journey. This can allow them to better empathize with the patients. Patient journey mapping can illuminate the emotion of an encounter and highlight the feeling of the patient about a specific interaction. Such insights help organizations to understand better how to connect with patients on an emotional level to meet their requirements.

Our analytics solutions provide best-in-class frameworks to assist healthcare organizations to get maximum sales and insights out of every customer relationship and interaction. Request a FREE demo below to know more.

Read our latest success story to know how our patient journey analytics solutions helped a Denmark based pharma company to identify the most effective drug and treatment pattern based on patient characteristics.  

Revolutionizing Drug Development and Patient Care Using Patient Journey Analytics – A Customer Success Story

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How is the Power of Patient Journey Mapping Transforming the Patient Experience?

patient journeyIn the face of limited resources and multiple priorities, healthcare organizations may question the value of improving and measuring the patient’s experience with care. Yet, regulatory trends and powerful healthcare market, combined with patient journey mapping, make a compelling case for improving the patient experience.

Recent research shows that any industry can benefit from mapping the customer’s journey, and the healthcare sector is no exception. The truth of the matter is, many healthcare companies provide excellent clinical care but fail when it comes to administrative experiences. By using patient journey mapping as a guide, healthcare marketers can implement processes and programs that deliver relevant and timely information and fill gaps that cause leakages in the patient experience. This practice can be helpful in improving pre- and post-clinical engagement, as well as further health initiatives of the population.

We at Quantzig, understand the predicaments healthcare companies face in providing a good patient experience. This is where patient journey mapping can help significantly but for patient journey mapping to be effective it is very important to understand which patient journey matters and why. And to help companies excel in the competitive healthcare industry, our team of experts has highlighted the benefits of patient journey mapping, challenges companies face in mapping patient journey, and a few important ways in which patient journey mapping can drive excellence and find indicators that are crucial to the patients.

Whether you are part of marketing, product development, or customer experience team at a hospital, a pharma company, a device manufacturer, or a health insurer, patient journey mapping should be part of your toolbox of customer research. If you would like to learn more about journey mapping, contact one of our experts today.

What is Patient Journey Mapping?

Patient journey mapping is an exercise that can be done by healthcare companies to better understand what individual patient experience throughout his/her journey. The patient journey map outlines all the patient touch points during every stage of the care journey and helps in creating strategic outreach that enhances patient engagement, satisfaction, and patient flow.

The patient journey typically consists of six stages:

  • Awareness
  • Help
  • Care
  • Treatment
  • Change in behavior or lifestyle
  • Ongoing Care or proactive Health

Using patient journey mapping as a guide, healthcare marketers can craft personalized and strategic outreach that keeps patients engaged throughout the care journey and encourages lasting patient-provider relationships.

Benefits of Patient Journey Mapping

Benefit #1: Helps in stopping care silos

Every healthcare company has blind spots that can occur anywhere, right from appointment scheduling to point-of-care to discharge and follow-up. When the workflow of the organization is mapped, these blind spots become more visible. These blind spots often lead to increased risk or a negative patient experience in some cases. Patient journey mapping can provide solutions to such issues.

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Benefit #2: Guide patient expectations

Patient journey mapping helps healthcare companies to solve one of the biggest problems that a patient faces, which is, not knowing what is supposed to happen next. The unknown or confusing instructions the patient receives during their journey creates a bad impact on the business. Furthermore, this leads to a lack of adherence to their care plan.

Benefit #3: Uncover pain points

Patient journey mapping can unveil pain points along the way. A better understanding of the different pain points that a patient has within the journey can help healthcare companies to create an opportunity for improvements in operations and keep a track of patient flow.

Benefit #4: Connect with patients emotionally

Understanding the patient journey allows companies to better empathize with the patients. Patient journey maps can illuminate the emotion of an encounter and highlight the feeling of the patient about an interaction. These insights provide a better understanding of the organization of how to connect with patients on an emotional level to meet their requirements.

Benefit #5: Make the care continuum continuous

When patients are referred outside of any healthcare organization, there is often a gap in communication between providers. These gaps could be a result of technology, geography, and network among other circumstances. As a result, often the care continuum does not feel continuous from the lens of the patient. This creates opportunities for gaps in care, thus, impacting overall patient outcomes, revenue, and the bottom line. This is where patient journey mapping can help.

Quantzig’s healthcare analytics solutions help clients in the healthcare industry including pharma, medical devices, diagnostics, and healthcare delivery companies to reduce costs, address key challenges, increase margins, and gain a competitive advantage in the market. Request a free proposal today to know more about the portfolio of services.

Benefit #6: Close-the-Loop

Communication breakdowns are at the core of most negative patient interactions. If the expectations of a patient are not communicated throughout the touchpoints on the patient journey, there are high chances that this expectation is not going to be met. Patient journey mapping can help in quickly identifying and resolving any patient issues. This can help in improving patient experience and create better efficiencies for your practice.

Benefit #7: Assists in continuous improvement

Collecting data of patient journey is important, but what matters the most is what you do with the data. Patient journey mapping helps in having the proper plan in place to examine this data regularly. Furthermore, this will help to understand recurring issues, systemic themes, and improvement opportunities.

Challenges in Patient Journey Mapping

Challenge #1: Investment

Healthcare companies to implement patient journey mapping into their process, need investment in terms of time and costs. This investment is required to capture the data from the current journey of the patients and their experience.

Challenge #2: Complexity of patient journey

Healthcare companies face the issue of complexity in the patient journey which makes it very difficult for them to know the point from where they should start mapping their patients. 

Challenge #3: Lack of proper skill set

Businesses may not have the appropriate skill set to capture the required patient data. This makes things even more difficult and challenging. Consequently, companies end up collecting useless or least valuable data and cannot obtain desired results.

Challenge #4: Regular monitoring of the patient outcomes

It needs to be updated and validated to keep up with constantly changing user needs, behaviors, technologies, and developments in an organization’s proposition. There may be pressures on the business to deliver customer initiatives that can be more readily measured in terms of impact on the bottom line.

We understand the challenges healthcare organizations face with the changing customer demographics in the healthcare spectrum. Our analytics solutions provide best-in-class frameworks to assist healthcare organizations to get maximum sales and marketing support and insights out of every customer relationship and interaction. Request a free demo below for more insights.

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Leveraging Patient Journey Mapping for a Leading Primary Health Care Services Provider

The client: A leading primary health care services provider

Area of engagement: Patient journey mapping

Primary health care (PHC) or essential health care is based on socially acceptable and scientifically sound methods and technologies that make universal health care accessible to individuals across economies. In the healthcare industry, primary health care service providers offer personalized and holistic care for patients of all age groups. It includes treating acute conditions such as respiratory tract infections, managing chronic diseases, and implementing preventing measures such as targeted health screening. However, the main goal of primary health care service providers across economies is the attainment of better health services for all. The World Healthcare Organization (WHO) has identified five key elements to achieving this goal:

  • Increasing the participation of stakeholders
  • Integrating healthcare across sectors
  • Organizing health care services around the needs and expectation ofQZ- Request free proposal people
  • Reducing exclusion and social disparities in health
  • Pursuing collaborative models

The Business Challenge

The client, a well-known primary health care services provider, approached our team of experts to help them improve their administrative services. The client was looking at gaining detailed insights into the patient’s experience to reveal new opportunities for innovation. Additionally, the primary health care provider wanted to create and leverage the use of patient journey maps. The client also wanted to anticipate the future healthcare industry trends and develop strategies to maximize customer retention.

Primary Health Care

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The Solution and the Business Impact

The patient journey mapping solution offered by the experts at Quantzig helped the primary health care services provider to map the journey of their patients to identify gaps that may hinder the relationship. Our solution also enabled them to maximize customer retention strategies by identifying the potential customers. Moreover, the patient journey mapping solution offered insights that helped their administrative departments to better engage and communicate with patients.

Patient Journey Mapping Solution Predictive Insights

Understanding the way customers behave can be very valuable for primary health care service providers. In fact, firms in the healthcare industry are now focusing on extracting useful information from a customer’s journey to make better business decisions. Also, the inability of the administrative departments to communicate with patients results in huge losses for the primary health care firms. Using patient journey maps as a guide, primary health care service providers can implement processes that deliver timely and relevant data and fill gaps that cause leakage in the customer’s experience. Moreover, our patient journey mapping solution also helps to improve pre-clinical and post-clinical engagement, as well as other health initiatives.

Here are a few digital trends that are bringing about disruptions in the healthcare industry

  • Smart technology and wearable devices: The emergence of smart technology in healthcare has brought about various innovations in wearable devices. Wearables use embedded smart sensors and can also store data that can be accessed when needed or transmit the results to the clinic in real-time. Moreover, such devices can also measure the temperature, perform ECG’s, and DIY blood tests.
  • The emergence of big data: Big data is bringing about significant disruptions in every sector, and the healthcare industry is no exception. Gathering and analyzing patient data helps primary health care service providers in measuring customer satisfaction rates. The collected data can also be pooled and studied to predict healthcare trends for the entire country.
  • Empowered customers: Patient empowerment is an entirely new trend in healthcare. It’s a new way to look at healthcare and one that holds promise for all of us with easy access to the digital landscape.

To succeed in this digital era, primary healthcare service providers must consider implementing strategies to serve the end-users based on their needs. This necessitates the need for creating and leveraging patient journey maps. Patient journey mapping can be highly influential when it comes to measuring the success of healthcare organizations. It also enables them to reach higher profit margins by prioritizing customer experience. Moreover, by creating and implementing patient journey mapping, primary healthcare providers can improve health outcomes, customer satisfaction, and the organization’s bottom line.


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