Online Training

Patient Journeys for Greater Outcomes and Truly Integrated Healthcare

Investigating personas, journey maps and service blueprints to inform better decisions

16 May 2024

9:00am - 4:30pm AEST

Next intake: 16 May 2024 | 9:00am - 4:30pm AEST


A study by the Australian Bureau of Statistics (ABS) reveals significant gaps in patient experience, with 39.1% of people waiting for 24 hours or more for urgent medical care. 30.8% had a telehealth consultation for their own health, and 18.5% needed a health professional for mental health. 38.9% delayed or did not see one when needed. The Australian healthcare system is under strain due to worker shortages, medicare, and the pandemic. However, digital and telehealth can alleviate strain and improve patient outcomes.

The Re-Evaluating Patient Journeys for Greater Outcomes and Truly Integrated Healthcare offers tools to help patients navigate the system and redesign processes for better health outcomes.

Learning Outcomes

Map out the end -to-end patient journey so you can identify the biggest gaps and opportunities for improvement
Learn how you can start drawing up a service blueprint
Identify your patients’ biggest pain-points and Understand how you can remove siloes and harmonise disparate systems
Understand how you can apply these learnings across platforms to deliver a greater patient experience

Online Training

Patient Journeys for Greater Outcomes and Truly Integrated Healthcare

Session details

  • Uncover the gaps in healthcare service delivery
  • Gain insight of the processes and technology improvement to enhance patient experience
  • Identify the broken processes and improve emotional connections
View course modules

Level: Fundamentals

No previous experience necessary


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This course requires 1 credit.

Key Sessions

The Benefits of Journey Mapping and Patient Experience in Healthcare
• Understanding the benefits: from improving services and the patient experience to identifying areas for improvement
• How does this differ from process mapping
• Introducing the key artefacts and the process

The Challenges of the process
• The obstacles of introducing journey mapping
• Strategies to overcome this
• Planning your next steps

Understanding Patient Personas and Demographics
• The purpose of personas in patient journey mapping
• Interviews and patient research: Best practice and ideas
• How to synthesize and present qualitative data

Patient Journey Mapping in Practice
• What are the questions you need to ask yourself before you begin
• Understanding the main elements of your map: actions, needs and pains, touchpoints, feelings, questions, variations, opportunities

An Introduction Creating a Service Blueprint
• The purpose of service blueprinting
• How to tackle a blueprint
• Stakeholder engagement and involvement

Meet Your Facilitator

Pete Saunders


Pete Saunders is a strategy nerd who focuses on improving experience and outcomes through service design, patient mapping, innovation, digital strategy, and commercialisation. He has worked with health and education clients, government, and health insurance products. His experience includes the first digital strategy for the Victorian Department of Health and Human Services, a patient experience roadmap for a New Zealand radio provider, and a health-tech start-up.

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