What entails a patient journey in medical tourism?
→ It is not only taking a flight to the destination, getting the treatment done, spending a vacation, and flying back home. Patient journey mapping is a technique that can reveal surprising insights into the patient experience and help you to optimize the operating system to create a delightful patient experience.
This masterclass video provides brief points (from Masterclass) about patient journey mapping and why you should give more importance to it.
A patient’s journey in medical tourism involves encounters with many touch points, and each encounter contributes to the entire patient experience. The patient notes every touchpoint experience in their mind (pleasant or annoying) that adds up to the patient’s experience.
A patient’s journey map is the start-to-end itinerary covering the following points:
→ Where to go?
→ How to go?
→ What to do?
→ How to do it?
→ What are the arrangements involved?
Every patient covers a unique journey with your organization. If you can map out the journey clearly, you will know about the various touchpoints that patients encounter. It could be the website, first phone call, email, and different actors involved. Actors are the front desk executives, sales reps, doctors, facilitators, and caregivers who come in touch with patients and solve their pains.
Once you identify all the touchpoints, you should continuously strive to make things simple and convenient for patients with empathetic communication and prompt actions. Your goal is to provide quality healthcare to patients in a delightful manner. Satisfaction is the cornerstone of the patient experience, but to make it delightful walk the extra mile. This is where you will stand out. Make sure you keep a good relationship with all the actors. They are the ones who play a vital role in delightful patient experiences.
In a nutshell, patient journey mapping in medical tourism is having a clear view of the entire patient encounters with touchpoints and taking steps to improve the encounter experience at every touchpoint.
Join Dr Prem’s Next Masterclass to understand subject.