Mapping the Patient’s Journey in Healthcare through Process Mining
Bibliographic Data
| ID | 15480242 |
|---|---|
| Authors | Michael Arias (0000-0003-1014-342X, Universidad de Costa Rica, corresponding author), Eric Rojas (0000-0002-2570-1861, Pontificia Universidad Católica de Chile), Santiago Aguirre (0000-0002-8787-1655, Pontificia Universidad Javeriana), Felipe Cornejo (0000-0002-0458-5347, Pontificia Universidad Católica de Chile), Jorge Muñoz-Gama (0000-0002-6908-3911, Pontificia Universidad Católica de Chile), Marcos Sepúlveda (0000-0002-9467-7666, Pontificia Universidad Católica de Chile), Daniel Capurro (0000-0002-9256-1256, The University of Melbourne) |
| Year | 2020 |
| Volume | 17 |
| Issue | 18 |
| Pages | 6586-6586 |
| Publication date | 2020-09-10 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | International Journal of Environmental Research and Public Health (JOURNAL) |
| Journal identifiers | ISSN: 1661-7827 • E-ISSN: 1660-4601 |
| Publisher | Multidisciplinary Digital Publishing Institute (PUBLISHER • CH) |
| DOI | 10.3390/ijerph17186586 |
| PMID | 32927669 |
| OpenAlex | W3083909867 |
| Language | EN |
| Citations received | 4 |
| References cited | 29 |
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
Business · Customer advocacy · Customer intelligence · Differentiator · Health care · Key (lock · Knowledge management · Political science · Process (computing · Process management · Product (mathematics · Service (business · Service quality · Business Process Modeling and Analysis · Computer Science · Customer Service Quality and Loyalty · Service and Product Innovation · Marketing
A patient journey map based on the experience of temporomandibular disorders patients
Contexts shaping misdemeanor system interventions among people with mental illnesses
The Path Is Made by Walking—Mapping the Healthcare Pathways of Parents Continuing Pregnancy after a Severe Life-Limiting Fetal Diagnosis
Exploring Journey Maps as Products From Qualitative Research
| Unique citing works | 4 |
|---|---|
| Citations per year | 1 |
| Citation span | 2022 - 2026 (5) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 4 |