Creation of a Patient-Centered Journey Map to Improve the Patient Experience: A Mixed Methods Approach.

ABSTRACT:

Objective

To use a mixed methods approach to focus quality improvement efforts to enhance patient experience through human-centered design.

Patients and methods

A mixed method approach began with returned Press Ganey Medical Practice Surveys from a large, multidisciplinary, outpatient medicine practice from July 1, 2016, through June 30, 2017, using correlation and gap analysis. The second phase deployed human-centered design approaches to process map patient journeys and generate opportunities for care improvement and to generate a theoretical framework for designing optimal care experiences.

Results

Our outpatient medical practices have the greatest ability to improve patient experience scores by focusing on how care teams deliver and educate patients on medications

SUBMITTER: Philpot LM 

PROVIDER: S-EPMC6978601 | biostudies-literature | 2019 Dec

REPOSITORIES: biostudies-literature