Healthcare CRM: Patient Journey Mapping

While the intricacies of patient intake and lead mapping are critical, creating an actionable patient journey map is where the magic really starts to happen. Building upon the previous discussion of Intake Process Design, Traktion co-founders Ryan Woolley and Jon Eggleton discuss how the patient's communication journey is where healthcare providers can truly elevate the patient experience, and turn a process into a plan.

In this episode, Ryan & Jon dissect the critical steps involved in moving from internal processes to designing patient-facing communication strategies. Key areas covered include:

• Laying the Foundational Thinking. Identify the initial considerations a healthcare provider should undertake before mapping out specific communications. This involves understanding patient needs, expectations, and potential friction points in the journey.
• Integrating Transactional and Promotional Outreach. Explore how to cohesively organize essential transactional messages (e.g. appointment reminders) alongside proactive promotional outreach (e.g. new service announcements) into a unified patient communication flow.
• Optimizing Communication Channels. Discuss the strategic combination of SMS, email, phone, and even direct mail to ensure the right message reaches the right patient at the right time, considering the nuances of each channel.
• Differentiating Automation Platforms. Understand the key factors that distinguish various marketing automation platforms, and how to align specific practice needs with the most suitable technology.

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