Pontificia Universidad Católica de Chile Pontificia Universidad Católica de Chile
Arias M., Rojas E., Aguirre S., Cornejo F., Munoz-Gama J., Sepúlveda M., Capurro D. (2020)

Mapping the Patient’s Journey in Healthcare through Process Mining

Revista : International Journal of Environmental Research and Public Health
Volumen : 17
Número : 18
Páginas : 6586
Tipo de publicación : ISI Ir a publicación


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.