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Patient Experience: Journey Beyond Satisfaction Surveys

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Health care is an ever changing environment. Hospitals, health systems, physicians, pharmacies, nurses, advocacy groups, clinics, service organizations and other health care providers increasingly use satisfaction surveys to determine whether an individual received a quality health care experience. But can satisfaction surveys really provide the most valuable insights about the patient's experience? And what about the care taker's experience? And the health care professional's experience?


Journimap can help practitioners and organizations focused on health care better understand the experiences patients and other people are having. Because a picture is worth a thousand words and emotions are the leading reason why any of us choose to go back to a pharmacy, doctor or wellness facility, Journimap provides much broader insights on overall health care experiences. After all, most satisfaction surveys don't show journeys, images and feelings.

The idea that most patient experience work is stuck behind HIPAA compliance is simply incorrect. Increased understanding of non-HIPAA experiences can be just as important as measuring health care activities that involve the private data of individual patients. What was the journey like to find a specialist? How did it feel to file an insurance claim? What was it like to find expert counseling following a diagnosis? These scenarios are all critical to patient experience and none are constrained by HIPAA requirements.

Clubfoot C.A.R.E.S. - Parents Helping Parents Seeking Specialists

The moms that run the nonprofit organization Clubfoot C.A.R.E.S. have a few things in common. Each member of Clubfoot C.A.R.E.S has cared for one of the 200,000 infants born each year with clubfoot worldwide because they've all received a clubfoot diagnosis for a child of their own. These parents have also have first hand experience in seeking out doctors and specialists trained in the Ponseti Method, which is the leading non-surgical treatment of clubfoot. This group of moms have banded together to help other parents receiving a similar clubfoot diagnosis for their child. 


Clubfoot C.A.R.E.S. partnered with Journimap to better understand common experiences and emotions experienced by moms and dads who've already searched for specialists trained in non-surgical methods of treating clubfoot. By mapping the journeys of parents searching for doctors and specialists trained in the world class Ponseti Method, the Clubfoot C.A.R.E.S. moms sought to better understand parental experiences following a clubfoot diagnosis.


During events surrounding World Clubfoot Day 2019, the Clubfoot C.A.R.E.S. team ran Journimap projects on Facebook and Instagram where they engage with over 4,000 parents. Clubfoot C.A.R.E.S.'s fans and followers connected via social media with World Clubfoot Day activities and the parents clicked links on the organization's Facebook and Instragram pages to take 10 minute Journimap surveys. The participating parents collectively completed four Journimap projects over approximately two days. (Some of those images are displayed above on this page.) The Journimap findings produced images representing the parents' journeys and emotions while seeking non-surgical Ponseti Method treatments for their infant diagnosed with clubfoot. Clubfoot C.A.R.E.S. hopes to use the Journimap findings to work on new ways to help parents around the world that are working on finding and navigating treatment for babies born with clubfoot. 

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