A patient journey is a cycle that patients experience when they go through treatment at a practice. This comprises of a few phases (pre-visit, during the visit, and post-visit), where each stage comprises of at least one touchpoint.


Patient journey mapping which is also known as medical care process mapping – is an activity that medical services providers use to more readily see how patients communicate with an emergency clinic or healthcare framework all through their patient journey. The patient’s journey map, which plots the entirety of the patient touch focuses during each phase of association, helps in the making of vital effort that improves both patient commitment and fulfillment.

Numerous medical services providers face the test of constraints related to their budget, restricted resources, and having a ton of expenses that should be addressed regularly. With this mix of pressures, smoothing out work processes and expanding efficiencies, while also improving the nature of healthcare is critical to keep up with a positive patient journey.

Patient journey mapping is a cycle that can help medical care service providers to accomplish these things. A patient’s journey map is a plan of all the touchpoints a patient experiences in their health care service journey in a medical care office or practice. Patient journey mapping is an approach to picture out and get an outline of patient experience during their journey. This permits medical care service providers to reconfigure their way to deal with the therapy and care provided, evaluated from the patients’ perspective. Through patient’s journey mapping, a medical care service provider can distinguish problem areas, likely vulnerable sides, and work on the answers for these issues. Furthermore, this additionally gives an occasion to discover upgrades that can be made, just as finding open doors for advancement.

What is the motivation behind patient journey mapping?

Patient journey mapping gives bits of knowledge and insights into the patient encounters during their journey in a medical care office. It gives an outline of the patient stream, and furthermore definite experiences into each touchpoint during the journey. For the health care service providers, these experiences are priceless for making make techniques to improve the nature of care, increase effectiveness, and improve patient fulfillment. A positive interaction with the patients can increase the productivity of your treatment and results. A study provided by Stanford University showed that a practitioner’s words can result in symptom relief for the patients. An example of how important patient’s journey is would be that 70 percent of patients will pick medical service providers who send emails and messages for follow-ups and preventive care, also 57 percent of patients expect their practitioners to send automated messages for reminders of upcoming appointments and medication.

As referenced quickly over, a patient’s journey covers the entire experience, even before the patient shows up at the clinical office till after they get treatment. For the most part, a patient experiences these touchpoints in their journey:


A patient’s journey begins before a patient shows up on the premises, as a rule when they book an appointment with the practitioner, receive service of any kind, discover the area and save a spot in the line.


The arrival of the patient: When a patient shows up for their treatment, they have 2 alternatives to check-in: through a self-service stand, or reception, where a front office staff helps with the registration or appointment process.

Waiting time and queueing processes: After registration, the patient typically waits until it is their turn. This is the part where a virtual waiting system can help improve patient’s journey as 43 percent of the patients think that waiting is the most frustrating part of receiving treatment, for instance, by permitting them to remotely wait until it is their turn, and by giving them updates so they realize what’s in store, and how long will it take for them to receive the treatment. 43.4 percent of patients rarely know how long their appointment would take, and 53.2 percent of patients said they would find it helpful to know the approximate time beforehand. In terms of wait time, 30 percent of the patients have left the appointment due to longer wait time and 20 percent have changed their respective doctors. Services: And then, there is the treatment and services administered, where the patient is seen by an individual from the clinical staff. The patient is called in and provided treatment by the practitioner.


This is the phase where a practice retains its patients, this is a significant part of the patient’s journey that is frequently ignored after the patient gets the treatment. Getting patient input is necessary to get bits of knowledge and insights into genuine patient’s journey and satisfaction. Their information can be utilized to improve the patient’s journey mapping which thus improves the patient experience, nature of care, and cycle proficiency in the medical services office.

Main benefits of patient journey mapping in medical service practices:

What is the importance of patient journey mapping?

A Patient’s journey mapping is critical to improving journey and experience, as patients always benefit from having clear communication, decreased risks, and understanding the whole process straight away. Getting an understanding of the patient’s journey and their needs can help medical care service providers to make customized and improved patient encounters. Clear communication will help the 20 percent of patients who feel that they can not reach their doctor offices on time for any queries, making appointments, and getting test results. 69 percent of patients are more likely to choose medical service providers who communicate with their patients through secure emails.

For medical care experts and emergency clinic management, the insights into the patient’s journey from their viewpoint are significant. This can advise the staff about the problems along with areas of development, and open doors for innovation. With these experiences, they can zero in on where to apportion the spending plan, plan the answers for increased effectiveness, and improve the nature of care which is the ultimate goal.

Patient’s journey mapping provides a ton of advantages for the patients and care service providers. The following are the advantages of patient’s journey mapping:

Consistent and ceaseless consideration for patients – there are regular areas of improvement in the patient’s journey because of innovation, assets, or different conditions. A patient’s journey map permits health care service providers to recognize these holes and work on an answer to guarantee a consistent patient journey.

Eliminating blind spots in the care of a practice – blind spots can happen anytime in the patient’s journey, from booking an appointment toward the start, to release or development toward the end. An arranged patient’s journey map causes care service provider to effectively give answers for these issues, and keep away from negative patient experience.

Lessening the pain points involved in care provision – issues are spotted all the more effectively with a patient’s journey map and can be addressed quicker, allowing the chance to decrease or totally maintain a strategic distance from problem areas for patients.

Smoothed out work processes – clear and planned patient journeys help advance cycles and smooth out work processes. Front medical office individuals have clear direction on the cycles and can arm themselves with answers for foreseen issues.

Expanded proficiency – clear cycles for front medical office individuals, standard data for patients, and smoothed out work processes help increase effectiveness in the patient’s journey.

Constant improvement – pieces of relevant information into the patient’s journey, and input gives the open door for nonstop upgrades for the consideration measures.

Mapping Patient Journeys:

How would you map a patient’s journey?

Mapping a patient journey requires contributions from various partners, including patients and medical services experts (care providers, general professionals, trained professionals, and so forth) Here are a few stages to make a patient journey map that you can follow:

  • Converse with clinicians to construct a guide of the means associated with the treatment, to be utilized as a system to fabricate encounters around
  • Get data about patient’s journeys from their encounters, and what they need to accomplish toward the finish of their journey
  • Guide out the various ways taken by patients when they’re in the medical care framework
  • Recognize possible loopholes and trouble spots in the patient journeys, and create answers for these issues
  • Continue refreshing the patient journey map as you get insights and criticism from the patient to improve the general cycle just as the patient experience.

Instructions to make a powerful patient journey map

A medical care journey map is regularly confusing as it includes various frameworks, including emergency clinic data frameworks and a patient journey management framework. Medical care service providers regularly face difficulties, for example, work process interference, complex and always evolving climate, restricted spending plans, and an extended labor force. This thus significantly affects patient experience, where numerous patients experience vulnerabilities, long holding up occasions, and turmoil brought about by these issues. The way to making a compelling patient journey, and likewise the mapping, lies in the combination that integrates all the frameworks for smoothed out cycles and work processes. All the processes together add to make a fundamentally more successful patient journey.

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