PATIENT JOURNEY MAPS
PATIENT JOURNEY MAPS
Cl?nica Las Condes (CLC)
OCTOBER 2016
B?rbara Boekemeyer
Manager Patient Experience
Civil Engineer, Federico Santa Mar?a Technical University, with over 15 years experience in business services, telecommunications, insurance and healthcare companies. Specialist in design services and customer management.
No conflict of interest
Schedulle
Background
Design Process
Exploration Conceptualization Design Priorozation Create a Pilot
Some Results
Learning Points
01 Background
BACKGROUND
Reasons to know our patients needs
It?s a "must" to ensure Patient Experience al CLC: ? Clinic Growth goals. ? Not only Focus on
processes.
Our Development plan, CLC 2020, establishes Patient Experience as one of our strategic goals.
Design Process
Exploration Conceptualization Design Priorization Create a Pilot
BACKGROUND
Design Process
BACKGROUND
Design Process
4 journeys
CLC
Medical Appointment
Exams
Hospitalization
Emergency
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