If you could design the ideal patient experience for a primary care doctor’s office what would it look like? Map each of the patient touch points beginning with the patient recognizing the need to visit a primary care doctor. Don’t forget important touch points in all three of the processes, people, place and process. Take the patient all the way through follow up care and resolution of the payment for the health service. Bullet format for each touch point will help us follow your map.
Feel free to comment on other students’ patient experience maps. Did they miss something? Did they include something you forgot?
AND, Most importantly – Remember the WHY! what does this mean to a patient and why a healthcare administrator cares about this.!
Also, Can you describe Press Ganey and/or HCAHPS – What are they and what do they mean to you as a Healthcare Marketer (How would you use them)!?
