
Quality improvement efforts in healthcare have typically focused on reducing costs, decreasing wait time, or increasing regulatory compliance. Recent emphasis on patient- centered care, coupled with increasing competition among larger consolidated health systems to acquire new patients, provide the impetus to assess and enhance current patients' experience. Patient journey mapping (PJM) is a relatively novel method to evaluate the patient experience during or following the caregiving episodes. This article reviews various research papers on the patient journey mapping process, their methodologies, and outcomes achieved for patients, providers, and the health system.
Citation:
Madathil, S. C., Lopes, A. J., & Alfred, M. (2020). Patient Journey Mapping: A Literature Review. In IIE Annual Conference. Proceedings (pp. 937-942). Institute of Industrial and Systems Engineers (IISE). https://www.proquest.com/docview/2511386708?pq-origsite=gscholar&fromopenview=true