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
Affiliations
- Mayo Clinic Robert D. and Patricia E. Kern Center for the Science of Health Care Delivery, Rochester, MN.
- Department of Medicine, Mayo Clinic College of Medicine, Rochester, MN.
- 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
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