This stage of Patient Journey Mapping is often overlooked by the healthcare facility. Your website/app needs to be equipped properly so that the patients can share their health data with the doctor. Thus, this step involves care optimization.įor the patients who receive home care, they need to be in constant communication with their doctor. The patient is kept under constant observation to monitor how they are responding to the treatment. This step is crucial for the health benefit of the patient. Or, they may also receive home treatment instead. Depending on the seriousness of the condition the patient may have to stay in the hospital and receive treatment. Treatment:Īfter figuring out the medical condition of the patient they move on to the treatment. The patients should be able to exchange information with the medical specialist through the communication channels, be it via chat, audio, or video call. It should streamline communication between the patient and the healthcare providers. The software you use should have the proper features to make it easy for the patient to schedule appointments through the website/app. It involves tests and because the doctor needs to review the results, so it may take some time before determining the condition. In this stage, the patient books an appointment with the doctor for a preliminary checkup. The patient needs to be properly diagnosed to figure out their medical condition. The contents should be well updated so that they find no trouble to find your contact information. The website should also be easy to access and navigate through. It should be at the top of the SEO game so that patients can find it the moment they search for healthcare services. Your Website/application should be optimized so that it is easily discoverable. The patients will start researching your website and look through the client experiences regarding the services you provide. It is at this step that the patient should land on your website. The first step is when the patient discovers their symptom and researches their medical condition. While the touchpoints give an overview of the patient journey, the stages explain the more intricate level of what a patient engages with during their time in the facility. This makes the first-hand experience of the patients a valuable insight for the facility. Patient feedback is important to make decisions and learn the truth about the quality of care provided by the facility. Patient care cannot be limited to assumptions. This ultimately leads to patient retention. It is centered on collecting patient feedback about the quality of care, experience, satisfaction, etc. Post-visit: This touchpoint is the treatment that a patient receives at the end of their journey. The patient receives their treatment based on their diagnosis and their medical history. This touchpoint also includes the treatment, when the patient is seen and treated by the medical expert. This also assures the patient that they will be constantly updated on what to expect. It also allows the facility to update the patient on how long they have to wait until their treatment. Virtual queuing allows the patient to wait remotely for their turn. They can also check-in through reception where a hospital staff assists them.Īfter check-in, a patient is out into the waiting queue. This begins when the patient checks in through a self-service kiosk. Visit: This touchpoint involves the arrival of the patient followed by checking-in, waiting, and the actual treatment. Submitting medical records (current medication, allergies, other docs.This involves the step where they book an appointment, choose their service, and reserve their place. Pre-visit: The journey that starts before a patient arrives at the healthcare facility. The touchpoint in the Patient journey map is divided into three parts, these are:
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