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PATIENT JOURNEY MAPS

Clínica Las Condes (CLC)
OCTOBER 2016

Bárbara Boekemeyer
Manager Patient Experience

Civil Engineer, Federico Santa María
Technical University, with over 15 years
experience in business services,
telecommunications, insurance and
healthcare companies. Specialist in design
services and customer management.

No conflict of interest

Schedulle

Background Design Process Some Results Learning Points
Exploration
Conceptualization
Design
Priorozation
Create a Pilot

01
Background

establishes Patient • Clinic Growth goals. Experience as one of our • Not only Focus on strategic goals. CLC Patient Experience al CLC: 2020. processes.BACKGROUND Reasons to know our patients needs It´s a “must” to ensure Our Development plan. .

Exploration Conceptualization Design Process Design Priorization Create a Pilot .

BACKGROUND Design Process .

BACKGROUND Design Process 4 journeys CLC Medical Exams Hospitalization Emergency Appointment .

BACKGROUND Design Process .

BACKGROUND Design Process .

BACKGROUND Design Process 75% Of the project duration was taken by research on the needs of the Patient .

Qualitative research 03. Quantitative research .EXPLORATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT 01. Objectives 02.

. Fully understand the drivers of • Gaps between the desired and the real experience. To characterize qualitatively different 3. Specific Objectives 1. • Drivers. Identify the “moments of truth” segments. Knowledge and description of the • How do they perceived them? patient´s journeys in our clinic • Space Role • Which are they? • Zoom in ease and make then more human. • Health Drivers Stage Lifecycle • Drivers of patient experience 4. • How are they accomplished? • Contact points.EXPLORATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Main Objective Diagnosis of the initial CLC patient experience and it´s differences with the desired experience in the various points of contact between he/she and the Clinic. Create record of spaces regarding: • How are they used? 2. and each segment in 3 levels: to know the elements that generate memorable • Drivers vital for Life Cycle Stage moments.

Observations Women (46 a 60 years) who have the Family cafeterias. . JOURNEYS AND MINIGROUPS OBSERVATION SESIONS MINI JOURNEYS Accompaniment In CLC and others Clinics/hospitals Young Adults (25 a 45 years) with no Children Post care Interviews with similar populations. Women (25 a 45 years) starting a Family Other contact points: parking. Men (46 a 60 years) who have the Family halls. insurance on site Men (25 a 45 years) starting a Family branchs. and reception and waiting Mix of Seniors over 60 years areas. 02. access point. bathrooms.EXPLORATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Qualitative Research: understanding patient´s needs and the emotions… 01. 03.

that have • Define the level of satisfaction in each QUESTIONARY consulted the Clinics in the last Touch Point and identify valued attributes six months. . in the Patient Journey. STRUCTURE Residents from different districts of Santiago. • Reinforce the habits for the use of the clinics and driver preferences.EXPLORATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Quanlitative Research: the figures give us the priorization… 600 FACE TO FACE Men and women Objectives INTERVIEWS AT between 25 and 75 PATIENTS HOMES years. • Define the impact of each attribute in the global satisfaction.

CONCEPTUALISATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT TOOLS 01. Empathy Map 02. “Customer” Journey Map .

• Car pools. • Magazines. • Good and Balanced nutrition: with less junk food.CONCEPTUALISATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Empathy Map She tries to complement and reconcile family and work and Women (25 a 45 years) in some cases she is thinking about returning to work. for • Whatsapp groups. • Radios: ADN. Radio Play. • Work. • Enjoy spare time with family. and Decoration. . example Housing • Work networks. • Outdoor life and sports. She wants to see her children adapted to school. • Paula Magazine. • Children School Networks. • Friends: remain a vital network. The family group has to be well: she wants to be present Starting a Family while her children are growing.

CONCEPTUALISATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Customer Journey Map MEDICAL APPOINTMENT During Arrival and circulation The Counsult itself Travels within the Parking payment Reception institution Payment Waiting Exit .

(-) (+) EXPLORATION Previous Contact Before Scheduling Programming CONCEPTUALISATION Confirmation MEDICAL APPOINTMENT Design Process Movement Customer Journey Map CONCEPTUALISATION Arrival and circulation During Travels within the institution Reception DESIGN Payment Waiting The Counsult itself Parking payment PRIORIZATION Exit After Scheduling Follow up Moment of truth PILOT .

(-) (+) EXPLORATION Previous Contact Before Scheduling Programming CONCEPTUALISATION Confirmation MEDICAL APPOINTMENT Design Process Movement Customer Journey Map CONCEPTUALISATION Arrival and circulation During Travels within the institution Reception DESIGN Payment Waiting The Counsult itself Parking payment PRIORIZATION Exit After Scheduling Follow up Moment of truth PILOT .

CONCEPTUALISATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Customer Journey Map MEDICAL APPOINTMENT During Arrival and circulation Travels within the Medical Attention Parking payment Reception institution payment Waiting Exit .

CONCEPTUALISATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Customer Journey Map MEDICAL APPOINTMENT During LATENT EMOTION Arrival and circulation Travels within the Medical Attention DRIVERS Parking payment Reception institution Payment Waiting PROBLEMS Exit IMPROVEMENTS MAGIC MOMENTS? OPPORTUNITIES .

CONCEPTUALISATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT The Pillars of Experience timely comfort information Patient care at all time “The patient should be empathy respect for respected at all times. empathic medical team. in a pleasant environment. through swift processes. with the team focused Medical on his/her health and quality of excellence life” . cared your time for a high quality.

Projects and initiatives .DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT 01. Journey Maps 04. Criteria for Desing Experience 03. Workshop 02.

IMPLICATE & INSPIRATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT .

areas. Working on: ”the contact points. during and after”.DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Criteria for Design Experience 01 02 03 Developing a good patient Expands range from focusing Experience is always experience directly impacts only on patients to focusing on systemic: It is the result of on the growth of the clinic patients and the general interactions with multiple + Satisfaction community. Seeks to incorporate “journey continuity” requires a total transformation of surprise the patient and be as a key concept. + Manager experience in the waiting are key to sustaining it. the organization in which people memorable. + Health Promotion + Online-offline 04 05 06 Management experience seeks Together with the desired Managing the CLC experience so to not only meet expectations experience we need to that the patient is at the center but also exceed them. + Referals before. + Support to the surgical patient .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Journey Maps medical appointment: viewing the Patient Experience .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Journey Maps medical appointment: viewing the Patient Experience BREAKS in the EXPERIENCE .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Journey Maps medical appointment: viewing the Patient Experience DESIRED EXPERIENCE .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Journey Maps medical appointment: viewing the Patient Experience RELEVANT PILLARS .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Journey Maps medical appointment: viewing the Patient Experience INTERACTION LINE .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Projects & Initiatives Different areas are worked in a co-creation process to define the initiatives for achieving the final experience. installing a extend the value patient oriented offer as a referent organizational of health culture 30 Initiatives 7 Structural projects ensure quality standards through to ensure That point directly to the commitments and spaces and Experience pillars transparency comfort 9 Support projects strengthen self- service and 14 Specific projects about the different journeys remote attention .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Projects & Initiatives .

DESIGN Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Projects & Initiatives .

PRIORIZATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT 01. Defining the beginning .

Benchmark . Importance to the Patient 02.PRIORIZATION Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Defining the beginning Criteria to priorization: 01. CLC evaluations 03.

Service Kiosks 04.CREATE A PILOT Design Process EXPLORATION CONCEPTUALISATION DESIGN PRIORIZATION PILOT Defining the beginning Create a Pilot: 01. 03. Seal CLC 02. Self. Manage experience in the waiting areas. . Metrics.

Design Process Some Results .

DESIGN Some Results CLC Seal “ACOGES” 3.800 hours of trainning .

DESIGN Some Results • Self .Service Kiosk • Manage experience in the waiting areas .

DESIGN Some Results Wayfinding Project .

Some Results WE BELIEVE IN THE VALUE OF METRICS Patient Satisfactions – Online Metrics ¡WE MEASURE EVERYTHING! .

Learning Points .

deliver the desired OBJECTIVES experience. the priorities and actions. “WOW” MOMENTS  VISIBILITY AND RECOGNITION  PROCESS AND POLICY CHANGES  RAPID TESTING AND LEARNING . with clear The ways we know we are • ALIGN US AND GIVE US  RESPONSABILITIES responsabilities.Learning Points Typical elements of a customer experience transformation: PURPOSE GOVERNANCE INITIATIVE ROADMAP METRICS AND We need to have a clear A clear structure to align A portfolio of initiatives that INITIATIVE patient-centered purpose. making progress COHERENCE  COMMITTEES AND WORKING GROUPS  DYNAMICS OF INTERACTIONS  JOURNEY DESIGN: ELIMINATING  “HARD” AND “SOFT”  WORKS IN THE DIFFERENT LEVEL “PAIN POINTS” AND INJECTING MEASURES.

Learning Points The Experience is made by all of us! .

cl - PATIENT JOURNEY MAPS Clínica Las Condes .Thank you Bárbara Boekemeyer bboekemeyer@clc.