Introduction to Patient Journey Mapping

Learning Objectives:

• Understand the fundamentals of using a patient-centred journey mapping approach;

• Identify and understand key patient segments (personas) and develop a detailed patient journey for a specific segment;

• Learn how patient journey mapping helps you get deeper insights into patient needs, behaviour, experience, motivation and desired outcomes;

• Understand how patients navigate their end-to-end journey and identify where you may be falling short, where silos exist, and interaction points can improve;

• Identify the moments, metrics and outcomes that matter to patients and their care network.

Shelley joined the ACHS Improvement Academy Faculty in November 2019. Shelley is a patient experience advisor, author of ‘Patients For Life’, and accomplished keynote speaker. Her career in the healthcare industry spans more than 30 years, across clinical, operational and commercial sectors, with particular experience in nuclear medicine and ultrasound.

Shelley delivers sustainable, patient-centred operating models, using service design, journey mapping and training expertise, to businesses who aspire to develop long-term patient relationships based on trust and loyalty. She uses a unique set of strategies based on her experience, real-world results and the latest scientific research to generate faster organisation/practice growth and better outcomes for patients, relatives, staff, practice managers and the community.

Shelley believes that the patient experience is about open communication, listening, trust and empathy.