Lessons Learned from Journey Mapping in Health Care

Maddox, Kyle; Baggetta, Donna; Herout, Jennifer; Ruark, Kurt

doi:10.1177/2327857919081024

Cited by 4 publications

(6 citation statements)

References 3 publications

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“…The patient journey mapping activity, which is widely conducted to help understand how patients interact with health services or the broader social system throughout their care journey [ 63 ], will yield data that can be analyzed to observe changes to how participants viewed the local youth mental health systems (e.g., challenges, strengths, priorities, etc.) before and after the PSM process.…”

Section: Discussionmentioning

confidence: 99%

Participatory Systems Modelling for Youth Mental Health: An Evaluation Study Applying a Comprehensive Multi-Scale Framework

Lee

Hickie

Occhipinti

et al. 2022

IJERPH

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The youth mental health sector is persistently challenged by issues such as service fragmentation and inefficient resource allocation. Systems modelling and simulation, particularly utilizing participatory approaches, is offering promise in supporting evidence-informed decision making with limited resources by testing alternative strategies in safe virtual environments before implementing them in the real world. However, improved evaluation efforts are needed to understand the critical elements involved in and to improve methods for implementing participatory modelling for youth mental health system and service delivery. An evaluation protocol is described to evaluate the feasibility, value, impact, and sustainability of participatory systems modelling in delivering advanced decision support capabilities for youth mental health. This study applies a comprehensive multi-scale evaluation framework, drawing on participatory action research principles as well as formative, summative, process, and outcome evaluation techniques. Novel data collection procedures are presented, including online surveys that incorporate gamification to enable social network analysis and patient journey mapping. The evaluation approach also explores the experiences of diverse stakeholders, including young people with lived (or living) experience of mental illness. Social and technical opportunities will be uncovered, as well as challenges implementing these interdisciplinary methods in complex settings to improve youth mental health policy, planning, and outcomes. This study protocol can also be adapted for broader international applications, disciplines, and contexts.

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Section: Discussionmentioning

confidence: 99%

Participatory Systems Modelling for Youth Mental Health: An Evaluation Study Applying a Comprehensive Multi-Scale Framework

Lee

Hickie

Occhipinti

et al. 2022

IJERPH

View full text Add to dashboard Cite

show abstract

“… 20 , 21. , 22 The online journey mapping platform requires 18 complete surveys for each condition to develop a corresponding persona and patient journey. The present study used two conditions: service users and nonusers.…”

Section: Methodsmentioning

confidence: 99%

“… 19 , 20 , 21. , 22 The experiences encountered by an individual are typically mapped out for a specific scenario starting with the initial discovery of a challenge and proceeding through information gathering, analysis of various choices, a subsequent decision or purchase, and follow-on experiences. Qualitative research and anecdotal data are commonly used in creating a journey map, with data collected directly from patients or consumers.…”

Section: Introductionmentioning

confidence: 99%

Using journey mapping to understand the patient experience with selecting a Medicare part D plan using a pharmacy consultation service

Murry

Al-Khatib

Witry

2021

Exploratory Research in Clinical and Social Pharmacy

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“…Personas and journey maps can also communicate and identify areas for improvement of the patient experience within healthcare. 19 Personas have been used to identify improvements in prenatal care delivery and patient experience based on the patients' intersecting medical and social needs. 20 Personas are also important because barriers and pathways to care may differ within different sub-populations of a group.…”

Section: Introductionmentioning

confidence: 99%

Personas of pregnant and parenting women with substance use and their barriers and pathways to system engagement

Foti

Cragun

Mackie

et al. 2023

Birth

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Background: Women with prenatal substance use have been identified as at-risk for the lack of engagement in perinatal services, such as medical care and home visitation programs. This issue is of particular concern in Florida (United States) where rates of fetal substance exposure have been steadily increasing. Methods:To identify pathways of and barriers to perinatal system and service engagement, journey mapping was used to compile various personas of perinatal women with substance use. A structured guide was developed to elicit maternal personas, system and service touchpoints, and system strengths and weaknesses from focus group participants with statewide stakeholders, including perinatal service administrators and community coalition members within three Florida communities. Workshop transcripts, debriefing, and member-checking sessions were transcribed verbatim and analyzed manually.Results: Six journey-mapping workshops and two member-checking meetings with mothers in-recovery were conducted with a total of 109 participants. Four personas were identified: women who (1) have substance use on a recreational basis, (2) have prescription drug use/misuse, (3) have chronic substance dependence, and (4) are in-recovery from substance dependence. Pathways that promote and barriers that prevent perinatal women with substance use from being identified, referred, or willing to accept and engage in medical care and social services were identified. Conclusions:While these personas shed light on differential pathways experienced by women with OUD, they were not intended as fixed-member groups but rather fluid descriptions of circumstances in which individuals could shift over time. These personas are beneficial to understand differences in circumstances, as well as variations in pathways and barriers to service engagement. Additionally, personas may be used to identify approaches to optimize service engagement by perinatal women with substance use and to support system improvements and integrations.

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Lessons Learned from Journey Mapping in Health Care

Cited by 4 publications

References 3 publications

Participatory Systems Modelling for Youth Mental Health: An Evaluation Study Applying a Comprehensive Multi-Scale Framework

Participatory Systems Modelling for Youth Mental Health: An Evaluation Study Applying a Comprehensive Multi-Scale Framework

Using journey mapping to understand the patient experience with selecting a Medicare part D plan using a pharmacy consultation service

Personas of pregnant and parenting women with substance use and their barriers and pathways to system engagement

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