Patient journey in an HOF clinic: what it is and how to map it
Quick facts
- Definition
- The path a patient takes from discovering the clinic through to aftercare and return.
- Difference from the funnel
- The funnel looks at conversion numbers; the journey looks at the patient's experience at each stage.
- Usual stages
- Discovery, contact, consultation, decision, procedure, aftercare and return.
- Use
- Finding friction points and moments where care makes a difference.
The patient journey is the complete path a person takes with your clinic: how they discover it, how they get in touch, what the consultation is like, how they decide, how they experience the procedure and aftercare, and whether they come back. Mapping the journey means looking at the clinic through the eyes of the person receiving the care, not just through the schedule.
What are the stages?
Journey or funnel?
The sales funnel answers "how many get through". The journey answers "what was it like for those who did". A low acceptance rate may come from a decision stage in which the patient did not understand the plan. To find out, you have to listen.
How do you use the map?
For each stage, note what the patient wants, what they feel and what can go wrong. Then pick one friction point at a time to improve, such as response time at first contact or the clarity of the quote. See ideas in return visits and loyalty.
Frequently asked questions
What is the difference between the patient journey and the sales funnel?
The funnel counts how many people move from one stage to the next. The journey describes what the patient lives, feels and needs at each stage. The two complement each other.