Navigating Virtual Care Services in Ontario Urban Hospitals, Using Patient Journey Mapping
Open accessAbstract
The COVID-19 pandemic forced health systems to rapidly shift to deliver healthcare virtually, however, there is a limited understanding of this shift from the patient's perspective. We conducted semi-structured interviews with patients in three clinical areas (mental health, chronic care, and surgical care) and used patient journey mapping to visualize their experiences. Themes suggest that (1) patient's preference of modalities was contextually dependent, (2) that providers must continually converse with patients to select appropriate modalities, and (3) that providers must account for multiple factors such as a patient's digital and health literacy, comfort level with the modality and their medical needs.
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Patient 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 [18]
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Cites
Virtual health care in the era of COVID-19
Webster, P. (2020) · The Lancet · doi:10.1016/s0140-6736(20)30818-7 · Cited by 769 · see citing works
The Potential Socio-Economic Impact of Telemedicine in Canada
Hafner, M., Yerushalmi, E., Dufresne, E., et al. (2022) · Rand health quarterly · doi:10.7249/rhq-09-03-06 · Cited by 15 · see citing works
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Saragosa, M., Nizzer, S., McKay, S., & Kuluski, K. (2023) · BMC Health Services Research · doi:10.1186/s12913-023-09899-2 · Cited by 31 · see citing works
“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].”
Background
- Authors
- Ramamoorthi, K., Liu, R., Fujioka, J., Rathod, P., Rosart, J., Desveaux, L., & Bhattacharyya, O.
- Affiliations
- Women's College Hospital (CA)
- University Health Network (CA)
- University of Toronto (CA)
- Corresponding author
- Bhattacharyya, Onil
- Venue
- Journal of Patient Experience
- Publisher
- SAGE Publications
- Published
- 2023-01
- Volume
- 10
- Pages
- 23743735231179059-23743735231179059
- ISSN
- 2374-3735 (ISSN-L)
- 2374-3743
- PMC
- PMC10286535
- OpenAlex
- W4380633140
- Cited by
- 5
- References
- 2
- Citations by year
- 2026: 2 · 2025: 1 · 2023: 2
- FWCI
- 1.28
- Type
- journal article
- Language
- en
- Open access
- gold
- doi.org
- Licence
- Locations
- Journal of Patient Experience (publishedVersion, cc-by-nc)
- PubMed Central (publishedVersion, cc-by-nc)
- PubMed (publishedVersion)
- DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion, cc-by-sa)
- Funders
- Ontario Ministry of Health
- Topics
- Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Telemedicine and Telehealth Implementation
- Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
- Physical Sciences › Computer Science › Information Systems › Healthcare during COVID-19 Pandemic
- Keywords
- virtual care, telemedicine, patient journey mapping, patient experience, COVID-19 pandemic, urban hospitals, mental health services, chronic care, surgical care, digital literacy, health literacy, patient-provider communication, modality preference
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