An integrated patient journey mapping tool for embedding quality in healthcare service reform
Open accessAbstract
The healthcare sector is a highly regulated environment that is subject to numerous constraints. Standards around medical protocol, medical device certification, and data protection ensure that the wellbeing and privacy of patients is protected during all encounters with the healthcare system. However, a gap has opened up between the need to meet these constraints, improve performance, and also deliver good patient experience. For example, the medical protocol for hypertension during pregnancy establishes a set of clinically validated treatment guidelines, but does not consider the unique nature of patient experience. We assert that design research principles can be used to create visual tools that pay homage to these constraints and performance improvement goals without compromising patient experience. In this paper, we describe such a tool that has been developed during a healthcare project using a human-centred design research approach. The integrated tool for patient journey mapping addresses the shortcomings of existing methodologies by supporting multidisciplinary practitioners in designing healthcare solutions that meet the demands of existing constraints, performance improvement, and patient experience. In addition, we document how patient journey maps were used on the project to facilitate collaboration among a team of multidisciplinary stakeholders.
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Journey maps go beyond a static view of patients' perspectives by illustrating key moments in a patient's journey, including important touchpoints, pain points, and the emotions experienced.
“Journey maps go beyond a static view of patients' perspectives by illustrating key moments in a patient’s journey, including important touchpoints, pain points, and the emotions experienced [7, 21].”
From The hospital-to-home care transition experience of home care clients: an exploratory study using patient journey mapping (2023) · cites this paper as [7]
Section 2.2.1 describes journey maps as a dynamic view of successive patient–service touchpoints that captures feelings across episodes of care. Table 2 also describes an emotional journey that can show despair. The copy does not establish that journey maps specifically illustrate pain points, so that part of the claim is unsupported. (LLM, conf=0.85)
Experimental — accuracy not yet measuredPatient journey mapping has been effectively used to understand patient experience, improve quality of care, and inform health service redesign/improvement.
“Of the existing literature, patient journey mapping has been effectively used to understand the patient experience [16–18], improve the quality of care [7, 19], and for informing health service redesign/improvement [13, 15, 20].”
From The hospital-to-home care transition experience of home care clients: an exploratory study using patient journey mapping (2023) · cites this paper as [7]
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- Authors
- McCarthy, S., O’Raghallaigh, P., Woodworth, S., Lim, Y. L., Kenny, L. C., & Adam, F.
- Affiliations
- University College Cork (IE)
- Corresponding author
- McCarthy, Stephen
- Venue
- Journal of Decision Systems
- Publisher
- Informa UK Limited
- Published
- 2016-06-10
- Volume
- 25
- Issue
- sup1
- Pages
- 354-368
- ISSN
- 1246-0125 (ISSN-L)
- 2116-7052
- OpenAlex
- W2439336815
- Cited by
- 209
- References
- 53
- Citations by year
- 2026: 20 · 2025: 40 · 2024: 34 · 2023: 32 · 2022: 33 · 2021: 17 · 2020: 15 · 2019: 4 · 2018: 8 · 2017: 5 · 2012: 1
- FWCI
- 10.55
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- Journal of Decision System (publishedVersion)
- Arrow@dit (Dublin Institute of Technology) (submittedVersion)
- Cork Open Research Archive (University College Cork, Ireland) (submittedVersion)
- Funders
- Science Foundation Ireland (SFI/12/RC/2272)
- Topics
- Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
- Keywords
- patient journey mapping, patient experience, human-centered design, visual design tools, multidisciplinary collaboration, hypertension in pregnancy, quality of care, stakeholder collaboration
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