Patient Journey

The patient journey encompasses all steps the patient goes through from first contact to discharge and beyond.

Touchpoints

• Appointment and reception (web, mobile, kiosk).
• Registration, examination, testing, and treatment processes.
• Payment, discharge, and follow-up communication.

Why is it important?

Designing the journey end-to-end enhances both patient satisfaction and operational efficiency; it makes disjointed steps and waiting points visible.