Mapping the Patient’s Journey in Healthcare through Process Mining

Michael Arias, Eric Rojas, Santiago Aguirre, Felipe Cornejo, Jorge Munoz-Gama, Marcos Sepúlveda and Daniel Capurro
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Michael Arias: Department of Business Computer Science, Universidad de Costa Rica, San Ramón 111-4250, Costa Rica
Eric Rojas: Department of Clinical Laboratories, School of Medicine, Pontificia Universidad Católica de Chile, Santiago 8320000, Chile
Santiago Aguirre: Department of Industrial Engineering, School of Engineering, Pontificia Universidad Javeriana, Bogotá 110231, Colombia
Felipe Cornejo: Department of Computer Science, School of Engineering, Pontificia Universidad Católica de Chile, Santiago 7820436, Chile
Jorge Munoz-Gama: Department of Computer Science, School of Engineering, Pontificia Universidad Católica de Chile, Santiago 7820436, Chile
Marcos Sepúlveda: Department of Computer Science, School of Engineering, Pontificia Universidad Católica de Chile, Santiago 7820436, Chile
Daniel Capurro: School of Computing and Information Systems, University of Melbourne, Victoria 3010, Australia

IJERPH, 2020, vol. 17, issue 18, 1-16

Abstract: Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers’ perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healthcare as a tool to asses customer journeys. The appropriateness of the approach presented is illustrated through a case study of a key healthcare process. Results depict how a healthcare process can be mapped through the CJ components, and its analysis can serve to understand and improve the patient’s experience.

Keywords: process mining; healthcare; customer journey maps (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2020
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