Patient journey mapping is the plotting of patient experiences to understand the gaps, successes, and challenges in a health care journey.
Patients are the only people who experience all aspects of care – from hospital, to community, to specialists, to home, and transitions in between. The patient voice should be central when making sustainable and meaningful improvements to the health system, and journey mapping is a tool for facilitating a better understanding of what is working or not working.
There is no “right way” to journey map. However, most journey mapping is done in face-to-face sessions: with an individual patient, in a group setting with patients who have been through similar journeys, or a group of patients and clinicians.