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Abstract
Journey mapping methods have a number of practical uses. One of the most promising applications in the area of healthcare is to apply patient journey mapping to identify a patient’s pathway through their healthcare journey. Nowhere is this more important than in the area of cancer care. With lengthy wait times in many countries and the complexity of care paths that cancer patients travel, there is ample opportunity to identify both gaps in care as well as opportunities to improve care processes. In this article the authors discuss a case study of a patient journey involving multiple care organizations, several health professionals and care in both Canada and the United States. By applying patient journey mapping a simplified version of such complexity can be presented in a visual and succinct way, allowing health professionals and managers of healthcare organizations to identify where inefficiencies in care and patient safety issues occur. Furthermore, this mapping can form the basis for optimizing care processes and holds considerable promise for patient-centred healthcare. Implications of using patient journey mapping for improving cancer care and healthcare more generally are discussed.
Highlights
Patient journey mapping holds considerable promise as an instrument that can be used to help visualize the processes of healthcare from a patient perspective over time
In considering the use of technology during this phase of the patient journal, all the medical information about my case was initially located in several different electronic medical record systems (EMRs) in my local region
The system in New York is considered state-of-the-art and included a web portal designed for direct access over the Internet by patients that allows me to directly access a good portion of the information contained in the hospital’s EMR
Summary
Patient journey mapping holds considerable promise as an instrument that can be used to help visualize the processes of healthcare from a patient perspective over time. By focusing on the patient journey, such mapping could identify gaps in healthcare processes (e.g. long wait times) and suboptimal processes (e.g. impact of missed or incorrect diagnoses). It could identify areas where improvements could be made to improve the overall journey and patient outcomes. Along these lines Parush, Levin, and Campbell (2014) have described an approach known as dual patienthealthcare provider experience mapping and have discussed the implications for information technology deployment. The case study will emphasize the need to encourage patient empowerment and patient input into decision making through the use of varied health information sources, systems, devices and tools (Eysenbach & Kohler, 2002)
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