Before the visit
- Access and first contact
- Appointment scheduling
- Information before the visit
Patient Journey Assessment
Identify gaps, barriers and opportunities at every stage of the patient experience.
A structured review of care delivery for clinics, laboratories and healthcare organizations seeking to improve communication, trust, relationships and continuity of care.
Request an introductory conversationEvery interaction shapes the patient experience.
Difficult booking processes, unclear instructions, communication gaps, unexplained waits, poorly coordinated transitions and a lack of follow-up can undermine trust and perceived quality. Many of these problems become invisible to those working within the service every day.
Patient Journey Assessment
What we assess
During the visit
- Welcome and respect
- Environment, privacy and comfort
- Waiting and updates
- Clinical communication
- Involvement in decisions
- Coordination across teams and departments
- Perceived safety
- Understanding medicines and instructions
After the visit
- Discharge or completion of the visit
- Continuity of care
- Feedback channels and responses
Across the journey
- Inclusion, accessibility and individual needs
- Patient-reported experience
- Staff-reported experience
- Indicators, governance and continuous improvement
How it works: the InovaSaúde 5D Method
An introductory conversation establishes the service, locations and journey to review. The proposal sets out scope, timing, participants and access to information. Depending on the agreed scope, the assessment combines leadership and staff interviews, patient feedback, observation of touchpoints, and review of materials, workflows and indicators. Findings are discussed with leadership in an executive presentation.
- 01
Diagnose
Understand the context, maturity, touchpoints and main challenges.
- 02
Decode
Turn information, perceptions and loosely defined problems into clear priorities.
- 03
Design
Map the journey and develop recommendations and an improvement plan.
- 04
Develop
Prepare leaders and teams to implement changes through training commissioned around the needs identified.
- 05
Direct
Support decisions, review progress and adjust the approach when ongoing support is commissioned.
The assessment delivers the journey map and initial plan. Training, implementation support and ongoing guidance are scoped in a follow-on proposal.
What your organization receives
- Visual map of the current journey
- Key points of friction
- Analysis of gaps, barriers, risks and opportunities
- Practical, prioritized recommendations
- Suggested quick wins
- Initial improvement plan
- Recommended monitoring indicators
- Executive presentation for leadership
Expected improvements
- Clearer communication between patients and teams
- Visibility of overlooked operational gaps
- Greater trust and perceived safety
- Fewer misunderstandings and less rework
- A more consistent experience
- Better adherence to care instructions
- Stronger relationships and continuity of care
- Better information for training and leadership decisions
These are improvement goals. Progress depends on the context, priorities chosen and implementation by the organization.
From assessment to change
The opportunities identified can inform tailored training for leaders and teams, grounded in the service’s actual challenges.
- Patient communication
- Experience and safety
- Patient involvement in decisions
- Continuity of care
- Patient-centered leadership
- Implementing improvements
- Experience and quality indicators
Who leads the work
Dra. Ana Paula Alegretti, MSc., PhD.
A pharmacist and biochemist, researcher, educator and healthcare leader with more than 20 years of hospital experience, including highly complex care environments.
She brings together science, care delivery experience, quality, innovation and team development to turn complex problems into practical improvements in the patient journey.
- More than 20 years at Hospital de Clínicas de Porto Alegre
- International experience in Germany, Portugal and Spain
- Research, team leadership and process improvement
How do patients experience your service?
The first step is to use a structured, evidence-informed approach to identify the main barriers and opportunities in their journey.
Request an introductory conversation