Infographic on patient journey challenges in the NHS #cx


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Healthcare facilities are under constant pressure to provide an improved quality of care to more patients, while coping with limited available resources. For hospitals in particular, public and private, this means a stressful experience for patients and staff.

Patient Experience has become a top priority for hospital leaders and in many countries payments to healthcare providers are partially influenced by how well the provider ranks in customer surveys. In the US as an example, the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey scores is tied to part of Medicare’s incentive payments to hospitals and health systems.

Qmatic commissioned a study in order to gain insight into the structural process challenges faced by the NHS in the UK. In particular, it seeks to better understand three fundamental issues:

1. Improving the patient’s journey through departments
2. Managing queuing and waiting
3. Making better use of patient journey information

Below is a summary in shape of an Infograph.

If you are interested to get the full study, please contact me or Qmatic UK.

Infograph image published with permission from Qmatic (

Sven-Olof Husmark
Sven-Olof is the founder of Experify, a business consultant firm, Senior Advisor at Egain Group a pioneer in intelligent AI driven energy optimization of buildings and former CMO at Qmatic Group, a world leader in creating better customer journeys.Sven-Olof is a senior executive with demonstrated success in growing companies globally by initiating effective sales, marketing and customer service strategies.


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