Introduction

This template is designed to help healthcare providers effectively map out and enhance the patient journey. By understanding the different stages patients go through, you can identify opportunities to improve engagement, satisfaction, and loyalty.

If you find this template helpful, please feel free to reach out to me at [email protected] or visit www.upmedico.com.

Key Phases of the Patient Journey

1. Awareness Phase: How do patients discover your clinic? What content can you provide to educate and attract them?

   • Goals: Educate potential patients about services, increase brand visibility.
   • Touchpoints: Homepage, Blog articles, social media posts, educational videos, community events.
   • Metrics: Website traffic, social media engagement.

   Action Step: Identify 3 topics for educational content that address common health concerns of your target audience.

2. Consideration Phase: How do patients compare your clinic to others? What makes your clinic stand out?

   • Goals: Showcase unique offerings, build trust.
   • Touchpoints: Website, testimonials, reviews, case studies, virtual tours, webinars.
   • Metrics: Webinar attendance, patient inquiries, virtual tour views.

   Action Step: List 3 differentiators that make your clinic unique, and plan a piece of content for each.

3. Decision Phase: How do you make it easy for patients to book appointments?

   • Goals: Simplify the booking process, reduce barriers.
   • Touchpoints: Online booking forms, call to action buttons, payment options.
   • Metrics: Appointment conversion rates, booking completion time.

   Action Step: Audit your booking process. Identify 2 areas where you can make it more intuitive.

4. Care Phase: How do you ensure patients have a positive experience during their visit?

   • Goals: Provide quality care, minimize stress and confusion.
   • Touchpoints: Reception interactions, in-person appointments, telehealth consultations.
   • Metrics: Patient satisfaction scores, telehealth usage.

   Action Step: Identify 1 digital tool (e.g., appointment reminders) that could improve patient experience during care.

5. Aftercare Phase: How do you maintain contact and ensure long-term satisfaction?

   • Goals: Keep patients engaged, encourage follow-ups, foster loyalty.
   • Touchpoints: Follow-up calls, newsletters, loyalty programs, health tips.
   • Metrics: Patient retention rate, follow-up appointment completion.

   Action Step: Develop a follow-up plan, including email or phone check-ins for post-treatment patients.

Patient Persona Creation

Define your typical patient to make your journey map more specific and actionable.

• Name: Example: Maria
• Age: 40
• Condition: Seeking dermatology care
• Goals: To understand treatment options, feel comfortable with the provider
• Barriers: Anxiety about medical procedures, limited understanding of technical terms

Common Pitfalls to Avoid

• Awareness Phase: Using complex medical jargon that may alienate patients.
• Consideration Phase: Not showcasing enough patient testimonials or case studies.
• Decision Phase: Having a complicated or non-mobile-friendly booking process.