Customer Experience (CX) and Customer Journey Mapping (CJM) in Healthcare
post-template-default,single,single-post,postid-17229,single-format-standard,bridge-core-1.0.6,qode-page-transition-enabled,ajax_fade,page_not_loaded,,qode-theme-ver-26.1,qode-theme-bridge,qode_header_in_grid,wpb-js-composer js-comp-ver-6.4.1,vc_responsive

Customer Experience (CX) and Customer Journey Mapping (CJM) in Healthcare

Customer Experience (CX) and Customer Journey Mapping (CJM) in Healthcare

Customer experience (CX) and customer journey mapping are important concepts in the healthcare industry. They focus on understanding and improving patients’ overall experience throughout their interactions with healthcare providers. In this blog, we will refer to ‘the patient’ as the customer.

Customer (Patient) Experience (CX) in Healthcare

Patient experience refers to the sum of all interactions that patients have with a healthcare organisation, including their perceptions, emotions, and overall satisfaction. It involves every touchpoint, from scheduling appointments to receiving care and post-treatment follow-up.

Providing a positive patient experience in healthcare is essential for patient satisfaction, loyalty, and better health outcomes. Here are some key elements of improving CX in healthcare:

  • Empathy and communication: Healthcare providers should demonstrate empathy, active listening, and clear communication to build trust and foster a positive patient-provider relationship.
  • Access and convenience: Improving access to care by reducing wait times, offering online appointment scheduling, and providing convenient healthcare options like telemedicine services.
  • Personalisation: Tailoring care to individual patient needs, preferences, and values, thereby creating a personalised experience that acknowledges patients’ unique circumstances.
  • Quality of care: Ensuring high-quality care delivery, accurate diagnoses, effective treatments, and timely follow-up to meet patient expectations.
    Facility environment: Maintaining a clean, comfortable, and welcoming environment that promotes a positive patient experience.


Customer (Patient) Journey Mapping in Healthcare

The patient journey in healthcare refers to the overall process and stages a patient goes through, from the initial interaction with a healthcare provider to the completion of their care. Same as with CX, the customer journey encompasses the various touchpoints and interactions patients have at different stages, including pre-visit, during the visit, and post-visit.

Understanding and improving the patient journey in healthcare involves:

  • Mapping the journey: Identifying the different stages of the patient journey and the touchpoints involved, such as appointment scheduling, waiting room experience, consultation, ongoing or chronic medication, and post-visit follow-up.
  • Patient needs and expectations: Understanding patients’ needs, expectations, and pain points at each stage of their journey to address them effectively.
    Seamlessness and continuity: Ensuring smooth transitions between different stages of care and coordination among various healthcare providers to avoid fragmented patient experiences.
  • Information and communication: Providing patients with clear information about their care journey, treatment plans, and what to expect at each stage. Effective communication with patients and among healthcare providers helps keep patients informed and engaged.
  • Support and engagement: Offering support and guidance throughout the patient journey, including educational resources, self-care instructions, and post-treatment support to ensure patients feel empowered and supported.

By focusing on both patient experience and patient journeys, healthcare organisations can design and deliver care that meets patient expectations, enhances satisfaction, and promotes better health outcomes. It involves considering the patient’s perspective and striving to improve every aspect of their experience throughout their healthcare journey.

Let us help you to identify your customer touch points and streamline your journey. Read more here:

Contact us to get your CCM and CX to the next level.