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Article

Mapping the Patient’s Journey in Healthcare through Process Mining

1
Department of Business Computer Science, Universidad de Costa Rica, San Ramón 111-4250, Costa Rica
2
Department of Clinical Laboratories, School of Medicine, Pontificia Universidad Católica de Chile, Santiago 8320000, Chile
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Department of Industrial Engineering, School of Engineering, Pontificia Universidad Javeriana, Bogotá 110231, Colombia
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Department of Computer Science, School of Engineering, Pontificia Universidad Católica de Chile, Santiago 7820436, Chile
5
School of Computing and Information Systems, University of Melbourne, Victoria 3010, Australia
*
Author to whom correspondence should be addressed.
Int. J. Environ. Res. Public Health 2020, 17(18), 6586; https://doi.org/10.3390/ijerph17186586
Received: 9 August 2020 / Revised: 1 September 2020 / Accepted: 3 September 2020 / Published: 10 September 2020
(This article belongs to the Special Issue Process-Oriented Data Science for Healthcare 2019 (PODS4H19))
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. View Full-Text
Keywords: process mining; healthcare; customer journey maps process mining; healthcare; customer journey maps
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MDPI and ACS Style

Arias, M.; Rojas, E.; Aguirre, S.; Cornejo, F.; Munoz-Gama, J.; Sepúlveda, M.; Capurro, D. Mapping the Patient’s Journey in Healthcare through Process Mining. Int. J. Environ. Res. Public Health 2020, 17, 6586. https://doi.org/10.3390/ijerph17186586

AMA Style

Arias M, Rojas E, Aguirre S, Cornejo F, Munoz-Gama J, Sepúlveda M, Capurro D. Mapping the Patient’s Journey in Healthcare through Process Mining. International Journal of Environmental Research and Public Health. 2020; 17(18):6586. https://doi.org/10.3390/ijerph17186586

Chicago/Turabian Style

Arias, Michael, Eric Rojas, Santiago Aguirre, Felipe Cornejo, Jorge Munoz-Gama, Marcos Sepúlveda, and Daniel Capurro. 2020. "Mapping the Patient’s Journey in Healthcare through Process Mining" International Journal of Environmental Research and Public Health 17, no. 18: 6586. https://doi.org/10.3390/ijerph17186586

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