Customer Journey Mapping in the NHS
The Kynsale Customer Journey Mapping approach assists Health Organisations to gain an end-to-end view of the customer experience. Our consultants are highly experienced working with public sector bodies to conduct customer journey mapping initiatives and translate these into tangible business benefits. The results provide efficiencies for the organisation and service improvements for the patient or service user.
Our approach to customer journey mapping is also highly effective at identifying opportunities for shared and co-location of services with other agencies and authorities. Patients within the Health services often have 'parallel journeys' with other organisations such as Local Authority Social Services departments and District Councils. Establishing where overlaps occur through journey mapping is very effective at identifying opportunities for cost saving and efficiencies.