Executive Summary:
Healthcare organizations that truly want to be more patient-friendly need a bolder, systemic approach that begins with mapping the patient’s journey through the health system. Understanding all of the touchpoints, from the patient’s perspective, provides critical information and insight for eliminating pain points and improving the overall patient experience to drive higher satisfaction, revenues and market share. Patient financial communications and other revenue cycle interactions, in particular, can color the entire patient experience and overshadow clinical care, so they offer a great starting point and major opportunities for improvement. In this white paper, we outline the business case for mapping the patient journey, key touchpoints, and strategies and tips for moving forward on the path to delivering a better patient experience.
