Patient journey


Improve your patient journey

The patient journey is a visual map of the numerous paths a patient can take throughout their experience with your clinic. Before patients select a clinic they will research clinics online or ask their friends and family for a referral. Afterwards, they will book an appointment, call for more information, submit a form, or move onto another clinic. Mapping this is important because it provides a big picture view of the process that patients experience, it shows how long the customer journey is, where the exit points are for patients, how and where you can intercept patients in their research phase. Patient journey mapping is important to improving your patients’ experience but it is arduous and complex because patient behaviour is never linear or predictable.

The patient journey involves mapping the following phases:

• Research Phase
• Pre-Experience
• Experience
• Post Experience

To understand the patient journey we ask the following questions:

• Is the brand represented consistently across the patient journey?
• Are there exit points in the journey?
• Where are the upsell opportunities in the journey?
• Is any part of the journey failing?
• Is any part of the journey too long or too complex?
• How can technology decrease pain points in the journey?
• If patients find your business through one channel, how can we dominate that channel in the long-term future?
• How can we dominate all research channels?
• And much more…

Patient-centric marketing

70% of patients will share their positive experiences with others, however, 76% will share their negative experiences with others (Silverline, 2020). Thus, it is important to keep track of where along their journey they are experiencing such negative experiences. It is also important to see where along the patient’s journey your clinic performs best. Patient journey mapping can pinpoint where your bottlenecks are, identify any duplicate steps, and determine how many staff members are involved in each step.Overall, you can adapt your process to be better suited to your patients while decreasing exit points.

The benefits of knowing your patient’s journey

Patient journey mapping provides you with insights into your patient’s experience with your clinic. The clinic benefits by improving communication between staff and practitioners, increasing efficiency, and overseeing the patient experience. The clinic will also be able to strategize where to intercept new patients as soon as they begin to search for a new healthcare clinic. Patient journey mapping will help clinic owners formulate their patient’s experience to be seamless and worthy of positive reviews. Consequently, patient’s will benefit by experiencing a clinic that actively works to reduce the pain points in their journey and makes them feel valued.

Expertly crafted strategies

We help you improve your patient journey so your patients can discover your clinic earlier in their Research Phase and elated in their Post Experience phase.


A process that works

We believe that process is the foundation to success for healthcare marketing because the right process ensures quality in every deliverable. To learn more about our process head to the About Us page.


Quality over quantity

You patient journey is important and the quality of planning that is required is essential. The accuracy of your patient journey is key to understanding what your patients experience, which is why we take time to identify each step. Learn more about our commitment to quality on the About Us page.

A team that cares

We are a team of passionate and research-driven healthcare marketers with the collective ambition to strengthen your clinic’s marketing. We are also healthcare patients that have experienced the time and effort healthcare professionals place into their patient’s wellbeing. At Panel, we aim to extend your clinic’s marketing the same amount of care. Our team is comprised of experts who understand the multi-faceted and fast-paced world of healthcare marketing which is why we have been able to help clinics across Canada grow their patient base and market share.

Let’s talk about your patient journey

Give us a call to learn more how you can improve your patient journey.

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