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- PMLiVE

Patient-Centricity: Improving the model with patient journeys

September 15, 2015 | Customer Experience, Patient-centricity 

Head of Customer Experience Elisa del Galdo takes us through a better way to look at patient-centricity: with the patient’s journey at the centre.


- PMLiVE
Traditionally, we look at the environment of the patient with the patient in the centre of a circle of healthcare professionals, carers, institutions or clinics, and sometimes services. This illustration is only useful to demonstrate the people, services and institutions that patients typically interact with along their treatment journey. What the vast majority of these ‘infographics’ don’t convey is the convoluted interactions, and the patient and stakeholder requirements throughout the journey.

This simplistic view is the tip of the iceberg: what is needed is a much clearer picture, albeit a much more complicated one, in order to understand where services, tools, and applications can support and transform the patients’ journey to facilitate better outcomes.

The problem with ‘patient-centricity’ as we know it

This problem with the generally accepted patient-centricity diagram is that when patients are sitting in the middle of a circle of a multitude of choices, with no clear structure or support for decision making, it is a frustrating and potentially emotional situation. The need to effectively utilise or manage all of the services or choices on offer is difficult, if not impossible.

‘Patient centricity’ doesn’t mean ‘sticking the patient in the middle of a lot of offerings’ and then giving them the freedom to navigate or choose what is right for them.

Download the full article and high resolution sketchnotes here

- PMLiVE

This content was provided by Blue Latitude Health