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    Mapping the Patient's Journey in Healthcare through Process Mining

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    Author
    Arias, M; Rojas, E; Aguirre, S; Cornejo, F; Munoz-Gama, J; Sepulveda, M; Capurro, D
    Date
    2020-09-01
    Source Title
    International Journal of Environmental Research and Public Health
    Publisher
    MDPI
    University of Melbourne Author/s
    Capurro, Daniel
    Affiliation
    Computing and Information Systems
    Metadata
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    Document Type
    Journal Article
    Citations
    Arias, M., Rojas, E., Aguirre, S., Cornejo, F., Munoz-Gama, J., Sepulveda, M. & Capurro, D. (2020). Mapping the Patient's Journey in Healthcare through Process Mining. INTERNATIONAL JOURNAL OF ENVIRONMENTAL RESEARCH AND PUBLIC HEALTH, 17 (18), https://doi.org/10.3390/ijerph17186586.
    Access Status
    Open Access
    URI
    http://hdl.handle.net/11343/251579
    DOI
    10.3390/ijerph17186586
    Abstract
    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.

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