Every Journey Touchpoint Is a Chance To Make an Impression
What is your patient experiencing at each step in their journey through the continuum of care? Are they in a positive state of mind, or a negative one, and how does a practice’s actions or inactions affect that state? Patient Journey Mapping tracks a patient’s emotional shifts at each stage of the care journey; this doesn’t just show us their level of engagement. It helps us identify areas where it can be improved.
The patient journey isn’t just about the patient, it’s about where
the patient is in relation to their healthcare provider.
What’s Important To the Patient Is Important To the Practice
Every practice has its own variation of the patient journey, and we want to understand yours. The only way to do that effectively is to visit your locations, meet your staff, and diagram your individual patient flow and practice process.
Each touchpoint is an opportunity and the needs of the patient change from one point to the next. Working with you and your team, we’ll help you understand this journey as it relates to your practice.
Ultimately, patient journey maps help health care marketers improve patient engagement and foster lasting patient-provider relationships by answering these questions:
- What do patients see, hear and do at each stage of the journey?
- What questions do patients ask themselves throughout their continuum of care?
- What is important to the patient?
- How do patients WANT to engage with us?
- How can we enhance the experience from the patient’s perspective?
Is Your Patient Map Leading Your Practice in The Right Direction?
Actions early on in the process can have a ripple effect that informs patient actions across later touchpoints. Assessing your unique map allows us to understand a patient’s actions, thoughts and emotions at critical decision points, and how surrounding touchpoints have directed those decisions.
Engage patients early in the health care journey to identify values and recognize that patient engagement does not begin and end with a single encounter.
Jim FedioDirector of Professional Development
You Have To Engage To Affect the Patient Journey
What’s the key to altering a patient’s entire journey? It’s engagement. How you engage, when you engage and why you engage. We help practices implement purposeful patient engagement strategies that match the touchpoints on their map.
Your patient journey isn’t set. Changing how you engage can alter a patient’s course, receptivity and outcome for the best.
We approach engagement changes with training exercises that follow best practices for every interaction and stage in the patient journey. Our method isn’t concerned with where your team began, but where they can go.
Learning how to adapt to changing patient needs, deliver critical information and overcome obstacles that can prevent or impair positive outcomes doesn’t just help patients; it helps staff engage in a more meaningful way.
Are You Practicing Without a Map?
Understanding the patient journey is the best way to understand the patient experience. Making that experience positive at every step is how you build the kind of relationship a patient just has to share.
Fuel Medical Group can help you achieve the best outcome for your practice, no matter where your patient’s journey leads them—contact us today to take a new step on yours.