Journey Mapping, Technology, and the Patient Experience


Journey mapping has become a very popular exercise across several industries, including manufacturing, services and yes, you guessed it, healthcare. Journey mapping is much more than a buzzword or a fad however. It is an essential part of developing a superior patient experience. In fact, your practice or facility may have already or be in the process of creating a map of your patient journey.

As a quick overview for the uninitiated-

“A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship. It may focus on a particular part of the story or give an overview of the entire experience.”

Journey maps are used to improve processes and create touchpoints that assure patients are satisfied with their care both throughout their journey and with the end result of their care. Given that the performance of a healthcare provider is now evaluated based on patient outcomes (70%) and patient satisfaction (30%) and that payments are dependent on performance in both areas, and all of a sudden a journey map can have a huge ROI.

A patient journey map has two lines. One line is the patient’s expected level of satisfaction. This is the base level of expectation of what they feel a normal patient experience entails. The second line contours the experience itself. This line typically goes up and down throughout the patient journey, many times above the level of expectation, and many times dropping below gradually, or sometimes suddenly before returning. These are called cliffs, and many times the patient careens off of these cliffs into a ravine of dissatisfaction.

This is where healthcare technology can play a huge role. Technology can create bridges across these canyons in the patient experience, keeping the patient above the line of satisfaction and helping to assure they are satisfied with their care.

If you read this blog regularly, you know that it relays many ways that technology improves the delivery and quality of healthcare. Over the next couple of posts we will link many of those technologies to the patient journey, addressing how the cliffs and valleys can be leveled out by implementing technology properly in your practice or facility.

The three major portions of the patient journey that will be analyzed are Admissions and the Waiting Room, Inpatient Care, and After Care and Follow Up. We’ll explore the cliffs that many patient experiences have and then how specific technologies can help bridge those gaps.

The technology in question does not always have to be patient facing either. There are many technologies that are visitor or provider-facing that can intimately affect the patient’s journey and their satisfaction.

At the end of the day, a patient journey map identifies as many opportunities as it does issues. It helps providers to make sure they are aligning outcomes with their patients. So stay tuned for the next post on how to capitalize on those opportunities through the use of innovative technologies.

Avidex AV is revolutionizing the way healthcare facilities and doctors are delivering care. Their 20 years of experience is being leveraged to drive down the cost of care while promoting positive healthcare outcomes. Is your organization looking for a new kind of technology partner? Connect with one of our Account Executives today to learn more.



Jim Scalise

About Jim Scalise

Jim is the Avidex Systems Integrated Group Manager and has been in the AV industry for more than 20 years. Jim oversees and manages the integrated systems team and is directly involved in design, application, project and field engineering as well as sales, service and installation support. Contact Jim at

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