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Customer journey research: improving the patient experience from initial diagnosis to treatment of chronic conditions

Jocelyn Ochinang

November 04, 2022

The patient experience has long been an important component of healthcare, but a paradigm shift has been taking place as of late — one in which consumers are expecting their patient experience to mirror that of retail, where every experience is seamless, convenient, and personalized to their specific needs.

In order to create these types of interactions, healthcare organizations need information. As such, nothing improves the patient experience more than customer journey research. It’s an effective approach to understanding the interactions that patients encounter within their healthcare experience. It’s also effective in identifying potential friction points along the path that may impact patient satisfaction — if not impede their progress to getting treatment at all — and, in turn, can have a positive effect on patient outcomes.

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