The eight steps in the patient journey.
The eight steps in the patient journey.
The healthcare patient journey is a comprehensive sequence that encapsulates a patient’s healthcare experience from start to finish. It’s an indispensable tool for healthcare providers striving to enhance patient satisfaction and outcomes. Here are eight critical stages of this journey.
1. Awareness.
This initial stage is when a patient first recognizes a health issue and begins to seek information about it. They might turn to internet searches, personal knowledge, or advice from friends and family. Healthcare providers can play a crucial role here by offering reliable, easily accessible information and interactive symptom checkers about various health conditions and guiding patients toward appropriate care.
2. Consideration.
At this stage, patients are actively researching potential healthcare providers and comparing them based on expertise, location, cost, and reputation. Providers can stand out by clearly communicating their unique approach to care or their expertise in treating a specific condition or community, and ensuring positive online reviews and testimonials are readily available for prospective patients.
3. Access.
This involves patients making their first contact with the healthcare provider, often through booking an appointment or consultation. This process needs to be as seamless and convenient as possible and could include offering flexible scheduling options and streamlined registration processes. Patients expect synchronized and convenient access experiences, similar to what they receive in other industries. Providers who enable self-service and EHR-integrated patient access tools can meet and exceed these expectations and capture patients that might otherwise be frustrated waiting on hold or for normal business hours to get an appointment scheduled or changed.
4. Education.
As patients learn about their diagnosis and treatment options, healthcare providers must communicate clearly, concisely, and compassionately. This helps patients understand their situation so they can make informed decisions. This might include providing resources like post-visit instructions and condition information or links to reputable online information. Giving patients easy and consistent access to information helps keep them engaged with their care plan and builds trust with the health system before and in between encounters.
5. Service delivery.
This is the actual provision of medical care. Whether through routine check-ups, surgical procedures, or ongoing treatments, healthcare providers must offer high-quality, patient-centered care. Efficient service delivery also ensures the healthcare environment is clean, safe, and comfortable for patients.
6. Ongoing care.
This stage involves follow-up appointments, medication management, and long-term health maintenance. Regular communication and support from healthcare providers are essential to ensure patients adhere to their treatment plans and manage their health effectively. This might include regular check-ins, medication or appointment reminders, and providing self-care resources.
7. New patient referrals.
Patients who have had a positive experience may recommend the healthcare provider to others. This word-of-mouth marketing is incredibly valuable and often a testament to the high-quality care and service patients have received. Providers can encourage referrals by offering exceptional care and occasionally reminding satisfied patients that referrals are appreciated.
8. Loyalty.
The final stage of the patient journey is loyalty, where patients choose the same provider for future healthcare needs. This is the ultimate goal for healthcare providers and is achieved through consistent, high-quality patient experiences throughout the journey. Successful loyalty building also involves responding promptly and compassionately to issues or concerns.
