Understanding the Patient Experience Through Journey Mapping
2-5-2025
As part of the planning process for a new hospital, Windsor Regional Hospital is using patient journey mapping - an exercise that follows a patient’s experience step-by-step through the proposed new hospital facility.
Starting this month, key program leads will work with the planning team to map out typical patient experiences - like coming into the hospital for an emergency
or to deliver a baby - identifying the journey a typical patient can expect from arrival to discharge and everything in between.
“The teams will have the opportunity to review every step a patient experiences during their journey,” says Rita Desai, Operational Readiness Director for the project. “This process will allow the planning team to better understand the needs, challenges, and potential barriers patient and visitors might face along the way.”
The goal is to ensure a seamless patient-and-family-centred experience with intuitive and accessible systems and spaces in the final design.
The results will be shared with planning, design and construction teams working on the project to test the proposed design and ensure every detail supports a smooth, safe, and barrier-free experience for patients and their families.