Process mapping the patient journey: an introduction
Abstract
Process mapping enables the reconfiguring of the patient journey from the patient’s perspective in order to improve quality of care and release resources. This paper provides a practical framework for using this versatile and simple technique in hospital.
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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 [21]
Stakeholders can utilize mapping insights to improve quality of care and facilitate a cohesive flow between the multiple healthcare disciplines involved in pediatric psychiatric patient care.
“Further, stakeholders can utilize mapping insights to improve quality of care and facilitate a cohesive flow between the multiple healthcare disciplines involved in pediatric psychiatric patient care (Crowe et al., 2020; Trebble et al., 2010).”
From Experiences of Child and Adolescent Psychiatric Patients Boarding in the Emergency Department from Staff Perspectives: Patient Journey Mapping (2023) · cites this paper as Trebble et al., 2010
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“Jour-ney 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].”
BackgroundSchouten, B., Driesen, B. E. J. M., Merten, H., Burger, B. H. C. M., Hartjes, M. G., Nanayakkara, P. W. B., & Wagner, C. (2022) · European Geriatric Medicine · doi:10.1007/s41999-021-00581-6 · Cited by 30 · see citing works
- Authors
- Trebble, T. M., Hansi, N., Hydes, T., Smith, M. A., & Baker, M.
- Affiliations
- Portsmouth Hospitals NHS Trust (GB)
- Guy's and St Thomas' NHS Foundation Trust (GB)
- Corresponding author
- Trebble, T. M.
- Venue
- BMJ
- Publisher
- BMJ
- Published
- 2010-08-13
- Volume
- 341
- Issue
- aug13 1
- Pages
- c4078-c4078
- ISSN
- 0007-1447 (ISSN-L)
- 0959-8138
- 1468-5833
- OpenAlex
- W2075855743
- Cited by
- 390
- References
- 17
- Citations by year
- 2026: 31 · 2025: 39 · 2024: 33 · 2023: 53 · 2022: 42 · 2021: 51 · 2020: 35 · 2019: 25 · 2018: 22 · 2017: 12 · 2016: 13 · 2015: 13 · 2014: 5 · 2013: 6 · 2012: 4
- FWCI
- 8.35
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- BMJ (publishedVersion)
- PubMed (publishedVersion)
- Topics
- Health Sciences › Health Professions › Health Information Management › Healthcare Quality and Management
- Health Sciences › Health Professions › Emergency Medical Services › Healthcare Operations and Scheduling Optimization
- Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
- Keywords
- process mapping, patient journey, patient perspectives, quality of care, hospital process improvement, resource utilization (health care), healthcare workflow
- MeSH terms
- Data Collection, Data Interpretation, Statistical, Diffusion of Innovation, Humans, Patient Care Planning, Quality of Health Care, Critical Pathways
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