Tools & Checklists · Free checklist
Patient journey mapping checklist
Map the OPD to discharge journey touchpoint by touchpoint, and mark where the hospital cannot currently see what is happening.
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Why it exists
The problem it solves
Most hospitals can describe their patient journey in a sentence, enquiry, appointment, visit, treatment, follow-up, but cannot say with any confidence what actually happens at each step for a real patient, because nobody has walked it stage by stage with the people who run it. The journey that gets discussed in meetings is usually the one on the website, not the one a patient experiences.
This checklist walks the journey as a sequence of touchpoints, from the first enquiry through to follow-up, and asks what should happen at each one, who owns it, and whether the hospital can currently see it at all. Mapping it this way tends to surface the stages nobody owns before it surfaces anything about the patient’s experience.
Inside
What you get
- A touchpoint-by-touchpoint structure from first enquiry to follow-up and recall
- A short prompt per touchpoint on what should happen and what usually goes wrong
- A visibility check per touchpoint: can the hospital currently see this stage in its own systems
- An ownership column for every touchpoint, so gaps land with a name rather than a department
- Space to note handoffs between departments, which is where most journeys actually break
- A summary page to carry findings into a CRM, contact centre or website review
Audience
Who it’s for
For marketing, digital, CRM and operations leaders in Indian hospitals mapping the patient journey before a CRM, contact centre or website project.
Method
How to use it
- Walk the journey with the people who run each stage, not only from the marketing or digital seat.
- Work touchpoint by touchpoint rather than describing the journey as a whole in one sitting.
- At each touchpoint, mark whether the hospital can see it happening today, in a system, not from memory.
- Write one owner’s name against every touchpoint before moving to the next.
- Take the handoff and visibility gaps into whichever project prompted the mapping, CRM, contact centre or website.
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Questions about this checklist
Enter your email in the form on this page and confirm it from the email I send you. Your welcome email then includes the download link for this checklist and for every other tool on the Tools & Checklists page. It is free.
Every touchpoint from the first enquiry through appointment, arrival, visit, treatment, discharge and follow-up. Each one gets a short prompt on what should happen, a check on whether the hospital can currently see that stage in its own systems, and a place to name an owner.
No, it is written for the general OPD and IPD journey. A separate international patient desk has its own stages and its own starter pack; this one covers the everyday domestic journey most hospitals run every day.
Whether the hospital can see that a given stage happened at all, in a system, for a specific patient, without asking a person to remember. Most gaps in a patient journey are not policy failures, they are places where nothing was ever recorded, so nobody could have caught the problem even if they were looking.
No, and deliberately so. What to change depends on your CRM, your contact centre and your own numbers. The checklist is built to surface where the journey breaks and who owns it, which is the input the next project needs, not a set of fixes to apply blind.
No. It stays on the non-clinical side, appointments, communication, records, handoffs and follow-up contact. Where a touchpoint involves a clinician, it is about whether the visit was recorded and followed up, never about the clinical decision made during it.