The pathway designed by the organisation is not always the one the patient experiences.
Between symptom, diagnosis, access, treatment and daily life there are formal steps and invisible steps. The Patient Journey reconstructs both.
The point is not representing the ideal pathway. It is understanding where the real one gets complicated, slows down or breaks off.
Every organisation sees only a part of the journey.
The physician sees the clinical moment. The centre sees accesses and services. The company observes some treatment data. The association collects experiences and requests. The patient goes through it all.
This is why the journey cannot be reconstructed solely through internal procedures and flows. It must integrate data, direct experience, points of contact, timings, emotions, practical difficulties and behaviours.
The map serves to identify the moments in which an intervention can produce value: before the diagnosis, in the access to the centre, at the start of therapy, during follow-up or in daily management.
Identification of the phases, the actors and the patient segments relevant to the project.
Interviews, focus groups and listening to patients, caregivers, clinicians, associations and other stakeholders.
Surveys, requests received, participation data and available operational indicators.
Reconstruction of the people, channels, services, content and decisions that accompany each phase.
Identification of the steps that produce delays, misunderstandings, drop-outs, repeated requests or loss of continuity.
Prioritisation of the possible interventions: information, guidance, support, agenda, referral, counselling or digital tools.
Translation of the map into operational activities and KPIs to verify whether the experience really improves.
Merqurio can observe the journey from several perspectives: communication, Medical Information, Patient activities, surveys, digital campaigns, relationship with healthcare professionals, associations and operational contact management.
The map does not stay a theoretical representation. It is used to decide which services to activate, which content to develop, which actors to involve and which steps to measure.
