The specialist needs a comprehensive referral documentation, communication possibilities in case he requires further details about the diagnosis. In this moment, the patient wants to have a smooth transition, have easy access to a specialist appointment, needs to feel trust into the specialist. An example is the referral of a patient from a GP to a specialist. Leverage points can be identified were the user has a specific need or interest. Carefully and creatively they try to avoid any leakage or bad user experience.Īlso in healthcare, we realized how Journey Mapping can help the customer-facing staff to create empathy with their clients and focus more on clients needs and interests rather than on the product of the company. We learned from digital businesses how detailed they map all steps and clicks of their users. Every sideclick can mean they are lost to a competitor offering. The journey map is a customer-centric management tool for agile marketing & sales management. Then you integrate all other relevant stakeholders, like the General Practioners (GPs), the specialists, nurses, technicians, support groups which is very much depending on the disease. You start with phases of the process from the appearance of first symptoms, to diagnosis, treatment and follow-up of treatment. Steffani: My recommendation is firstly to map an indication journey with all the experience you have in a multidisciplinary team from Medical, Sales, Marketing and Advocacy. Karsten: And how do you identify these leverage points? Potential leverage points and critical moments can be identified, where the process is not efficient, the patient might be misdiagnosed or does not comply with the treatment. In healthcare we often also call this patient care pathway. Journey mapping in a healthcare process helps to understand how different stakeholders (like referring physicians, nurses, family members) interact and influence the process. The goal is that the user, patient or customer never leaves this cycle and always becomes an advocate. Source: adapted from Oracle, CX Journey Mapping,
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