Display options
Share it on

Mayo Clin Proc Innov Qual Outcomes. 2019 Sep 24;3(4):466-475. doi: 10.1016/j.mayocpiqo.2019.07.004. eCollection 2019 Dec.

Creation of a Patient-Centered Journey Map to Improve the Patient Experience: A Mixed Methods Approach.

Mayo Clinic proceedings. Innovations, quality & outcomes

Lindsey M Philpot, Bushra A Khokhar, Meredith A DeZutter, Conor G Loftus, Heidi I Stehr, Priya Ramar, Lukas P Madson, Jon O Ebbert

Affiliations

  1. Mayo Clinic Robert D. and Patricia E. Kern Center for the Science of Health Care Delivery, Rochester, MN.
  2. Department of Medicine, Mayo Clinic College of Medicine, Rochester, MN.
  3. Office of Patient Experience, Mayo Clinic, Rochester, MN.

PMID: 31993565 PMCID: PMC6978601 DOI: 10.1016/j.mayocpiqo.2019.07.004

Abstract

OBJECTIVE: To use a mixed methods approach to focus quality improvement efforts to enhance patient experience through human-centered design.

PATIENTS AND METHODS: A mixed method approach began with returned Press Ganey Medical Practice Surveys from a large, multidisciplinary, outpatient medicine practice from July 1, 2016, through June 30, 2017, using correlation and gap analysis. The second phase deployed human-centered design approaches to process map patient journeys and generate opportunities for care improvement and to generate a theoretical framework for designing optimal care experiences.

RESULTS: Our outpatient medical practices have the greatest ability to improve patient experience scores by focusing on how care teams deliver and educate patients on medications, instructions for follow-up care, and explanations about problems or conditions. By leveraging communication, the expertise of our care team members, and connection between patients and care team members, we can employ a variety of observed opportunities to enhance patient experience. Specific opportunities include leveraging tools in the electronic health record, fostering connection through empathy between patients and members of the care team, and capitalizing on the expertise of nurses on the care team.

CONCLUSION: A mixed methods approach to the analysis and observation of clinical care and business operations allows for the detection of opportunities with the highest potential impact for improvement when resources are constrained.

© 2019 Mayo Foundation for Medical Education and Research. Published by Elsevier Inc.

Keywords: EHR, electronic health record

References

  1. Online J Issues Nurs. ;21(1):1 - PubMed
  2. BMC Health Serv Res. 2014 Jun 19;14:271 - PubMed
  3. BMJ Qual Saf. 2018 Jan;27(1):48-52 - PubMed
  4. Lippincotts Case Manag. 2002 Sep-Oct;7(5):194-200 - PubMed
  5. Soc Sci Med. 2000 Oct;51(7):1087-110 - PubMed
  6. Health Qual Life Outcomes. 2017 Feb 10;15(1):32 - PubMed
  7. Womens Health Issues. 2018 May - Jun;28(3):281-285 - PubMed
  8. Nurs Forum. 2017 Jan;52(1):3-11 - PubMed
  9. J Patient Exp. 2019 Mar;6(1):72-80 - PubMed
  10. BMJ Qual Saf. 2017 Jun;26(6):502-507 - PubMed
  11. Med Care Res Rev. 2013 Aug;70(4):351-79 - PubMed
  12. BMJ. 2010 Aug 13;341:c4078 - PubMed
  13. Acad Med. 2017 Oct;92(10):1464-1471 - PubMed
  14. BMC Nurs. 2017 Oct 16;16:59 - PubMed
  15. MedGenMed. 2001 Mar 05;3(2):2 - PubMed
  16. Patient Educ Couns. 2014 May;95(2):160-74 - PubMed
  17. J Oncol Pract. 2015 Sep;11(5):416-20 - PubMed
  18. Inform Health Soc Care. 2018 Sep;43(3):248-263 - PubMed
  19. BMJ. 2001 Feb 24;322(7284):468-72 - PubMed
  20. BMJ Open. 2018 Jul 7;8(7):e020411 - PubMed
  21. J Arthroplasty. 2018 Aug;33(8):2417-2422 - PubMed
  22. Ann Fam Med. 2004 Nov-Dec;2(6):595-608 - PubMed
  23. J Clin Nurs. 2014 Apr;23(7-8):1005-17 - PubMed
  24. BMJ Qual Saf. 2013 Mar;22(3):242-50 - PubMed
  25. BMC Fam Pract. 2019 Feb 25;20(1):35 - PubMed
  26. Health Expect. 2018 Apr;21(2):485-493 - PubMed
  27. Fam Pract. 2014 Oct;31(5):550-6 - PubMed
  28. Contemp Nurse. 2016 Aug;52(4):499-510 - PubMed
  29. J Med Internet Res. 2018 Dec 05;20(12):e11034 - PubMed
  30. BMJ. 2014 Mar 26;348:g2225 - PubMed
  31. J Eval Clin Pract. 2017 Aug;23(4):821-829 - PubMed
  32. J Nurs Care Qual. 2017 Jul/Sep;32(3):208-217 - PubMed
  33. Arch Intern Med. 2012 Mar 12;172(5):405-11 - PubMed
  34. Med Care. 2009 Aug;47(8):826-34 - PubMed
  35. Int J Med Inform. 2018 Dec;120:14-19 - PubMed
  36. Gastroenterol Nurs. 2015 May-Jun;38(3):194-200 - PubMed
  37. J Fam Pract. 2001 Feb;50(2):130-6 - PubMed
  38. J Altern Complement Med. 2005;11 Suppl 1:S51-6 - PubMed

Publication Types