Mapping the Patient's Journey in Healthcare through Process Mining.
Int J Environ Res Public Health
; 17(18)2020 09 10.
Article
em En
| MEDLINE
| ID: mdl-32927669
ABSTRACT
Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers' perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healthcare as a tool to asses customer journeys. The appropriateness of the approach presented is illustrated through a case study of a key healthcare process. Results depict how a healthcare process can be mapped through the CJ components, and its analysis can serve to understand and improve the patient's experience.
Palavras-chave
Texto completo:
1
Coleções:
01-internacional
Base de dados:
MEDLINE
Assunto principal:
Comportamento do Consumidor
/
Atenção à Saúde
Limite:
Aged
/
Aged80
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Female
/
Humans
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Male
Idioma:
En
Revista:
Int J Environ Res Public Health
Ano de publicação:
2020
Tipo de documento:
Article
País de afiliação:
Costa Rica