Visual Journey Mapping
Patient Journey Maps
Visual representation of the patient's complete journey through each department, from arrival to departure. Each touchpoint is mapped with actions, emotions, and opportunities.
Reception
الاستقبال
4
Stages
9
Needs
4
Pain Points
Patient Journey Flow
Patient
Check booking, prepare ID and insurance card
Staff
Verify schedule availability, prepare patient file
Patient
Submit ID, provide demographic data, confirm insurance
Staff
Greet warmly (AIDET), confirm booking, open/update file, eligibility check
Patient
Wait in designated comfort area
Staff
Offer comfort amenities (water/tea), provide periodic updates on wait time
Patient
Follow directions to clinic area
Staff
Guide patient to correct location, hand off to nursing team
Pre-Arrival
Patient Actions
Check booking, prepare ID and insurance card
Staff Actions
Verify schedule availability, prepare patient file
Backstage
Update doctor schedules, check insurance contracts
Arrival & Registration
Patient Actions
Submit ID, provide demographic data, confirm insurance
Staff Actions
Greet warmly (AIDET), confirm booking, open/update file, eligibility check
Backstage
Process insurance approval, update system records
Waiting
Patient Actions
Wait in designated comfort area
Staff Actions
Offer comfort amenities (water/tea), provide periodic updates on wait time
Backstage
Monitor queue status, coordinate with nursing triage
Transition to Clinic
Patient Actions
Follow directions to clinic area
Staff Actions
Guide patient to correct location, hand off to nursing team
Backstage
Notify physician of patient readiness
Patient Emotion Curve
Anticipated emotional state at each touchpoint — use this to identify moments that need extra care.
Pre-Arrival
Arrival & Registration
Waiting
Transition to Clinic