From Walk-Ins to Follow-Ups: Managing the Full Patient Journey
Introduction

Today's healthcare experience is no longer only in the exam room; rather, today's healthcare experience begins long before a patient walks into the clinic and lasts well after the appointment is over. Managing the entire journey—from walk-in and online bookings to the appointment and follow-up—has become crucial in delivering patient satisfaction and clinic success.

The entire patient journey is a complex process with many touchpoints impacting the delivery of care, engagement, and long-term loyalty. As expectations elevate, many clinics are investing in enterprise-grade patient management software and clinic management systems to deliver coordinated patient journeys.

This article will discuss how clinics can optimise and map the entire patient journey, identify critical touchpoints, and demonstrate how Clinthora's smart tools help healthcare providers deliver a great patient experience from start to finish.

Mapping The Patient Journey

What is the Patient Journey?
The patient journey refers to all the interactions someone has with a healthcare provider, including the where they will go through with the clinic and any post-treatment interactions they have. Up until now, clinics were mostly concerned with in-person visits. Now, we consider all digital touchpoints of the patient journey as well:

- Online appointment scheduling
- Digital forms and insurance verification
- E-presc