Johns Hopkins Medicine has long recognized the significance of a positive patient and family experience during hospitalization, which is why they maintain a specific focus on patient satisfaction to achieve an optimal experience. Let’s talk about the Johns Hopkins Hospital Patient Experience.
The organization’s commitment to providing exceptional care is evident through its emphasis on clear and effective communication from healthcare providers, enabling patients and their families to manage their health better and reduce the likelihood of hospital readmissions.
This article will explore some of these initiatives and their approach. We will also analyze all the touchpoints to understand the Patient Journey at Johns Hopkins Hospital.
What does Johns Hopkins Hospital do to ensure a good patient experience?
Johns Hopkins Hospital employs a series of initiatives and methodologies to ensure a great patient experience. One of the most popular methods is the use of a standardized national survey known as the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). This survey ensures a continuous focus on excellence in patient care. Adult patients are thoughtfully mailed the hospitality survey upon their discharge, inviting them to share their unique perspectives on the care they received during their hospital stay.
The results can be compared with other institutions and the national average to better understand where the hospital stands compared to the competition.
The results of this HCAHPS Survey are a clear metric of patients’ perception, but a series of actions and initiatives are required to achieve an incredible score as Johns Hopkins Hospital has done. Below, we will analyze some of these actions and how they compose the patient journey map of this institution.
Johns Hopkins Hospital – Patient Journey Map
This is an exemplification of a patient journey map, created with some points explained on their Patient Care page on their website. We recommend visiting and contacting them to learn more about their services.
AWARENESS
| Touchpoint | Customer Activity | Pain Point | Solution |
| Online Search and Website | Searching for healthcare options and visiting the Johns Hopkins website | Difficulty finding specific information | Improve website navigation and provide comprehensive information |
| E-Newsletter | Subscribing to the Johns Hopkins e-newsletter | Limited awareness of hospital updates and news | Offer engaging and informative e-newsletters |
| Community Connect | Engaging with Johns Hopkins community events | Limited awareness of hospital community events | Promote community events and involve patients in activities |
| Website | Visiting Johns Hopkins Hospital’s website | Difficulty finding relevant information and resources | Enhance website content and make information easily accessible |
| Google Maps | Navigating to Johns Hopkins Hospital using Google Maps | Difficulty in finding directions to the hospital | Ensure accurate and easy-to-follow directions to the hospital |
| Online Reviews | Reading online reviews and feedback about the hospital | Concerns about the quality of care and experiences | Monitor and respond to online reviews and feedback |
CONSIDERATION
| Touchpoint | Customer Activity | Pain Point | Solution |
| Video or Phone Telemedicine Visits | Scheduling telemedicine appointments | Limited awareness of telemedicine services | Promote telemedicine options and their benefits |
| Schedule an Appointment | Scheduling in-person appointments with physicians | Difficulty finding suitable appointment times | Implement online appointment scheduling and offer flexible options |
CONVERSION
| Touchpoint | Customer Activity | Pain Point | Solution |
| Hospital Admission and Discharge | Undergoing hospital admission and discharge | Uncertainty about hospital procedures and care | Provide comprehensive information and support during admission and discharge |
| Online Care Services | Accessing online care services | Limited awareness of available online care options | Promote and educate patients about online care services |
| MyChart Patient Portal | Utilizing the MyChart patient portal | Difficulty in navigating the patient portal | Offer user-friendly MyChart patient portal and provide support |
| Test Results | Accessing and understanding test results | Confusion about test results and interpretation | Provide clear and timely communication of test results |
LOYALTY
| Touchpoint | Customer Activity | Pain Point | Solution |
| Video or Phone Telemedicine Visits | Continuing to use telemedicine services | Apprehensions about telemedicine effectiveness | Promote successful telemedicine stories and patient satisfaction |
| After-Hours Virtual Care | Seeking after-hours virtual care services | Limited awareness of after-hours care options | Promote after-hours virtual care services and their benefits |
| MyChart Patient Portal | Utilizing the MyChart patient portal | Difficulty in navigating the patient portal | Offer user-friendly MyChart patient portal and provide support |
ADVOCACY
| Touchpoint | Customer Activity | Pain Point | Solution |
| Patient Feedback Surveys | Participating in hospital surveys and feedback | Lack of follow-up or action based on feedback | Actively respond to patient feedback and make improvements |
| Social Media Sharing | Sharing positive experiences on social media | Concerns about privacy and negative feedback | Provide social media guidelines and monitor brand mentions |
| Refer a Patient | Referring a patient to Johns Hopkins Hospital | Uncertainty about the referral process | Simplify and clarify the patient referral process |
| Community Connect | Engaging with Johns Hopkins community events | Limited awareness of hospital community events | Promote community events and involve patients in activities |
Important Elements to Ensure a Great Patient Experience
Some of the initiatives implemented by Johns Hopkins Hospital are excellent examples of ideas that can be implemented in any medical institution to ensure that patients and clients have a pleasant experience when using our services.
Johns Hopkins Hospital is known for being innovative in establishing initiatives to guarantee a good experience. Here are some of them:
MyChart Portal: This is an online portal where the hospital has centralized various actions to make it easy for patients to access them. This portal allows patients to schedule appointments, request prescription renewals, access test results, view their medical history, and receive and pay bills.
Johns Hopkins OnDemand Virtual Care: This provides easy access to care through mobile devices or computers. Patients can talk to a healthcare provider who can diagnose and prescribe medications for minor care concerns such as colds, rashes, and pinkeye. This platform offers a hassle-free way to seek medical assistance, ensuring efficient virtual healthcare solutions.
Video or Phone Telemedicine Visits: JHH offers secure and HIPAA-compliant remote appointments for both current and new patients in diverse primary care and specialty areas. Depending on the state’s regulations, a broad range of online services is accessible to patients and providers through their smartphones, computers, or tablets.
Johns Hopkins Home Care: This service provides high-quality, individualized care for patients of all ages in the comfort of their homes or community. Their services and equipment are designed to support patients in regaining and maintaining a level of independence.
Start Improving Your Patient Journey
If you are in charge of a medical institution or are a healthcare provider, you should follow the example of leading hospitals like MassGeneral Hospital or Mayo Clinic and put your patients and their satisfaction at the center of your strategy.
Keeping them in mind and ensuring satisfaction when using your services will benefit your business greatly. That’s why at QuestionPro, we have developed a couple of platforms, including patient experience software, to help you in your mission.
With SuiteCX, you can create attractive Patient Journey Maps using our templates. This will allow you to visualize all the touchpoints of interaction between your services and patients clearly. You can also enrich this visualization with real data to better understand your users’ perceptions.
Furthermore, with QuestionPro, you can conduct HCAHPS Surveys to constantly evaluate your patients’ perception, identify opportunities, and improve their perception of your hospital or medical institution.
We invite you to learn more and schedule a meeting with our experts. We would love to collaborate with you.
