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Custellence Customer Journey Map

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Ashley
Published on 2021-12-10
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Going through surgery journey mapping can be designed using free tools like EdrawMax or EdrawMax Online. Patient-centered care is becoming more important in healthcare. The success of patient-centered care can be assessed by exploring the patient experience through a patient journey map. As the number of outpatient surgeries increases, it is important to reveal the specific characteristics of this type of surgery. The perioperative patient experience is considered important for outpatient surgery because all perioperative activities are condensed into one day. During surgery, acceptance and curiosity were present. After surgery, relief was the dominant experience. No significant differences between the public and private hospitals were discovered. Several suggestions are given on facilitating positive experiences and how to resolve negative experiences in outpatient surgery.
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