Preparing Patients for Journey Mapping
When organizing a patient journey mapping session, participants will be better able to provide clear feedback when they’ve been well prepared for the session. This includes providing supports, resources, and ensuring you’ve designed a safe space for the session. In addition, ensure the session is patient-only so it centres the patient voice and reduces power dynamics.
In the weeks before the journey mapping session:
Explain the Purpose and Process
What is Journey Mapping?
Explain the purpose of journey mapping, the format of the session, and how the feedback gathered will improve healthcare services. Include answers commonly asked questions such as “how will my information be used?” and “what if I can’t think of anything to share?”
Focus for the Session
Set clear expectations for what participants should focus on during the session. For example, asking them to think about specific aspects of their care journey (e.g., access, communication, gaps, services) can help guide their preparation.
Confidentiality & Consent
Explain that any personal information and experiences shared will remain confidential and will not affect their care. Ensure you’ve followed your organization’s procedures for obtaining consent from patients.
Compensation
Participants should be compensated for their time and knowledge. This guide from BC Cancer is a helpful starting place.
Create a Safe and Supportive Environment
Encourage Support Persons
Allow patients to bring a trusted individual, such as a family member or friend, to provide emotional support during the session.
Access to Counselling
Offer access to a counsellor or therapist during the session for patients who may need additional support when discussing sensitive topics.
Cultural Protocols
For Indigenous gatherings, ensure you are co-designing and co-host the session with an Indigenous facilitator and/or Elder. Ensure you are following the principles of OCAP (ownership, control, access, and possession), and that you’re working in a decolonized and relational approach.
Personal Accommodations
Ask patients if they have specific needs or preferences that would make them feel more comfortable during the session. Provide examples of what you meant by this, such as having a support person, friend or family member present, connecting before the session to answer any questions they might have, or other supports they may need.
Choose a Comfortable Setting
For in-person gatherings, select a neutral, comfortable location for the session to help patients feel at ease. Avoid hosting the session in a hospital or care setting, as this can be stressful for patients who experienced difficult or traumatic care.
For virtual gatherings, ensure patients who need technical support are comfortable joining the platform (Zoom, MS Teams, etc). Offer a tech test the week before the meeting for anyone who wants to check their set up.
Pre-Session Materials
Reflection Journal
Provide a printed reflection journal for patients to reflect on their experiences before the session. The journal helps organize their thoughts and identify key points they wish to discuss. The journal also has space for note taking during the session, and prompt questions for afterward to help people process their thoughts.
Guidance on Sensitive Topics
Inform patients that sensitive topics may arise and that they have control over how much or how little they share.
Introduce the Facilitation Team
A short video intro from the facilitation team helps put a face and voice to the people who will be guiding the session.
Provide Post-Session Support
Follow-Up Resources
Ensure everyone has contact information for the counsellor and other resources, especially if discussing their experiences brings up challenging emotions.
Further Input
Give patients a chance to provide additional insights after the session, as sometimes ideas will come up after they’ve had time to reflect on the session. Some people also find it easier to share sensitive feedback after the session.
Project Updates
Share how patients can receive updates on the project after the session so they learn how their feedback is being used. Keeping patients informed is an important part of valuing their time and feedback.
