Infographic: The Digital Patient Journey

Monday, April 23rd, 2018
This post was written by Melanie Matthews

Patients rely heavily on digital sources for information and support at many points along their patient journey – making patient journey mapping a complex, fragmented exercise, according to a new infographic by Decisions Resource Group (DRG).

The infographic highlights key digital touch points along the patient journey from DRG’s studies of patient behavior and attitudes.

UnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs.

Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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