Mapping the Patient's Journey in Healthcare through Process Mining.
customer journey maps
healthcare
process mining
Journal
International journal of environmental research and public health
ISSN: 1660-4601
Titre abrégé: Int J Environ Res Public Health
Pays: Switzerland
ID NLM: 101238455
Informations de publication
Date de publication:
10 09 2020
10 09 2020
Historique:
received:
09
08
2020
revised:
01
09
2020
accepted:
03
09
2020
entrez:
15
9
2020
pubmed:
16
9
2020
medline:
1
12
2020
Statut:
epublish
Résumé
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.
Identifiants
pubmed: 32927669
pii: ijerph17186586
doi: 10.3390/ijerph17186586
pmc: PMC7557979
pii:
doi:
Types de publication
Journal Article
Research Support, Non-U.S. Gov't
Langues
eng
Sous-ensembles de citation
IM
Références
J Biomed Inform. 2018 Feb;78:60-77
pubmed: 29289628
BMC Med Inform Decis Mak. 2018 Jan 12;18(1):6
pubmed: 29329532
J Biomed Inform. 2016 Jun;61:224-36
pubmed: 27109932
Soc Sci Med. 1997 Dec;45(12):1829-43
pubmed: 9447632
Int J Environ Res Public Health. 2019 May 28;16(11):
pubmed: 31141904