Making the Shift from Journey Mapping to Journey Management to Improve Patient Experience and Health Outcomes

The U.S. health care industry is undergoing tremendous change — some might say disruption. This is driven by multiple factors, including rising consumer expectations, the significant cost of care noncompliance, and the emergence of nontraditional competitors. To thrive within this tumultuous environment, health systems are increasingly focused on two important issues: (1) the ability to create exceptional patient experiences, and (2) the need to improve health outcomes, particularly those requiring patient engagement.

In the past, health systems have not been equipped with solutions that addressed these two goals, both of which involve the management of patient journeys. To date, the primary…