This is where the patient begins to apply his own emotional and experiential filters to the encounter. At this point in the experience mapping process, the customer will take a step to address his or her needs.įor example, a patient with a persistent cough needs to call his doctor’s office for an appointment to relieve his symptoms and offer reassurance that the cough is treatable.
A moment of truth is when the patient decides if you are who you say you are.Įvery patient encounter begins with individual need. Healthcare experiences are complex and involve many moments of truth, but each one can be mapped in four components. When a secret shopper visits an organization, he uses an experience mapping model to accurately reflect the thoughts and feelings of a typical patient. Experience mapping is a very visual way to help providers see where patients encounter obstacles in their care. In patients’ minds, what happens when they pick up the phone to schedule an appointment is directly related to how they view their encounters with their doctor or with the radiology department.
#MOMENTS OF TRUTH SERIES#
By doing so, healthcare providers can begin bridging the chasm between patient expectations and actual experiences.Įxperience mapping also helps practitioners see that the patient experience as actually a continuum of encounters, whereas the provider system is often a series of silos dictated by internal systems and processes. Experience mapping helps organizations understand the mindset behind their patients’ actions and expectations. What, then, is the most effective way to find out what a patient is experiencing at your organization? How about walking a mile in his shoes? A concept called experience mapping helps healthcare organizations understand exactly what a patient faces during countless “moments of truth” in his encounters with the facility.
While those surveys reveal a wealth of information, they sometimes fall short in defining the gaps between patient expectations and actual experiences. Many healthcare organizations are measuring patient satisfaction in an effort to see themselves from the patient’s point of view.
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