MyMapPatient Hospital Visit Journey Map
The prompt
Create a patient journey map for a hospital visit from appointment scheduling through follow-up care
Make your own version
About the framework
Review the patient’s experience across a hospital visit
Schedule, Arrive, Consult, Treatment, and Follow-up form the five columns. Each contains actions, thoughts, emotions, and touchpoints. The example starts with booking and insurance verification, continues through check-in and consultation, and ends with follow-up arrangements and recovery questions.
The questions make service concerns visible: getting an appointment, understanding the wait, feeling heard, and knowing when to return. These are illustrative patient perspectives. The Treatment column groups a diagnosis, prescription, and procedure as example activities without specifying a condition or clinical sequence.
Adapt the map to one service, such as an outpatient clinic visit, and use patient feedback to refine the entries. Add communication owners and access needs where they affect the experience.
What's included
What you get
- Five stages spanning scheduling, arrival, care, and follow-up
- Fifteen example patient actions
- Questions about access, waiting, listening, and next steps
- Touchpoints including reception, clinicians, pharmacy, and portal
Patient Hospital Visit Journey Map
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Frequently asked questions
Common questions
Is this a treatment pathway for a particular condition?
No condition is specified. The map organizes the service experience around a visit and does not define clinical decisions.
Where are waiting-room concerns represented?
Arrive includes check-in, forms, and waiting, with questions about waiting time and required documents.
How can a clinic use the follow-up column?
Review how patients learn the next step and who answers their questions. Replace the sample actions with the clinic’s actual communication process.
Patient Hospital Visit Journey Map
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