Dual Patient – Healthcare Provider Experience Mapping and Implications for Information Technology Deployment and Clinic Layout
Authors: Avi Parush, Maya Lorenco-Levin, Catherine Campbell
Abstract: The implementation of information technology, in general, and electronic medical records (EMR), in particular, can have implications on various aspects of the healthcare process. This paper describes the development and implementation of a dual experience mapping technique to identify the mutual experience of patients and their families, on the one hand, and healthcare providers, on the other hand, as part of the preparation for deploying a new EMR system in a hospital environment. The dual experience mapping focused on identifying mutual pain points associated with the use of the new system as a function of various physical locations within hospital clinics. The findings facilitated the identification of mutual needs and definition of solution directions. Specifically, the recommendations addressed the layout of clinics with the deployed system in a way that addresses identified pain points and needs. The effectiveness of using the dual experience mapping is demonstrated in this project as a technique that can help in patient-oriented design and patient empowerment in healthcare.
Keywords: Electronic Health Record, Journey Mapping, Experience Mapping, Patient Encounter
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