Sijm-Eeken Marieke, Zheng Jaqueline, Peute Linda
Amsterdam UMC, University of Amsterdam, department of Medical Informatics, Amsterdam Public Health Research Institute, Meibergdreef 9, Amsterdam, Netherlands.
Stud Health Technol Inform. 2020 Jun 16;270:1071-1075. doi: 10.3233/SHTI200326.
Hospital quality improvement initiatives that focus on the patient experience are increasingly gaining attention. One of the known improvement methodologies is patient journey mapping. Central to this methodology is the mapping process, resulting in a patient journey map: a visual presentation of the complete route a patient follows during all stages of a care trajectory and the patients emotional experience during this journey: the patient journey map. Currently, there is no standard approach on how to perform the steps in the mapping process and evidence is lacking on the most effective and efficient way. As a result, the adoption of the methodology by healthcare professionals is hindered, more time than necessary is spent on the mapping and a lot of significant variation exists in the quality of the resulting patient journey maps. The Lean methodology has a proven track of record to optimize and standardize processes. Hence, by performing a Lean analysis onto the patient journey mapping process, opportunities to optimize and standardize the process may be identified. This study aimed to assess the value of Lean methodology to optimize patient journey mapping in a hospital setting. Observations and interviews were performed to identify the process for patient journey mapping in a Dutch academic hospital. Lean was used to visualize the process and identify inefficiencies. An expert panel reviewed the improvement suggestions. We conclude that Lean can provide value for aligning different views on the process, for structuring the process steps and phases and for identifying optimization actions in the mapping process.
专注于患者体验的医院质量改进举措越来越受到关注。已知的改进方法之一是患者旅程映射。该方法的核心是映射过程，其结果是患者旅程地图：患者在护理轨迹的所有阶段所遵循的完整路线的可视化呈现，以及患者在此旅程中的情感体验：患者旅程地图。目前，对于如何执行映射过程中的步骤没有标准方法，并且缺乏关于最有效和高效方式的证据。因此，医疗保健专业人员采用该方法受到阻碍，在映射上花费了比必要更多的时间，并且所产生的患者旅程地图的质量存在很大差异。精益方法在优化和标准化流程方面有经过验证的记录。因此，通过对患者旅程映射过程进行精益分析，可能会发现优化和标准化该过程的机会。本研究旨在评估精益方法在医院环境中优化患者旅程映射的价值。通过观察和访谈来确定一家荷兰学术医院中患者旅程映射的过程。使用精益方法来可视化该过程并识别低效率之处。一个专家小组审查了改进建议。我们得出结论，精益可以为协调对该过程的不同观点、构建过程步骤和阶段以及识别映射过程中的优化行动提供价值。
