Mapping the Patient's Journey in Healthcare through Process Mining

Area of Science:

• Healthcare Management
• Information Systems
• Process Analysis

Background:

• Customer experience is a key business differentiator.
• Customer journeys (CJ) map customer interactions with an organization.
• Understanding patient perceptions is crucial in healthcare.

Purpose of the Study:

• To apply process mining techniques to assess healthcare customer journeys.
• To demonstrate the utility of process mining in understanding patient experiences.
• To identify areas for improvement in healthcare processes.

Main Methods:

• Utilized process mining techniques to analyze healthcare data.
• Mapped a key healthcare process using customer journey components.
• Examined patient interactions, touchpoints, and channels.

Main Results:

• Successfully mapped a healthcare process using the customer journey framework.
• Process mining analysis provided insights into patient experiences.
• Identified opportunities to enhance patient journeys and satisfaction.

Conclusions:

• Process mining is a valuable tool for assessing and improving healthcare customer journeys.
• Mapping patient journeys can lead to better understanding and optimization of care.
• This methodology supports data-driven improvements in patient experience and healthcare delivery.