Before a procedure
Help the patient and authorized caregiver find approved preparation guidance, understand the next step, and raise a question before the procedure.
Care Journey Activation
Make the next step clear across every transition.
Care Journey Activation connects communication before, during and after care. PatientEXP helps coordinate preparation, family updates and recovery follow-up around defined workflows, accountable owners and escalation paths.
Patients and their care circle
Help families know what happens next.
Preparation and recovery can feel uncertain. Useful information at the right moment helps families participate and connects concerns to the team that can respond.
During the care journey
Provide updates through the agreed channel and clarify who can help when plans change.
During recovery
Time approved recovery information to the journey. Make it clear how to request help and which team owns the response.
A family-centered example: tonsillectomy recovery
A caregiver can receive care-team-approved guidance before the procedure and during recovery, with a clear way to ask for help. The care team sets the content, timing, response coverage, and escalation rules.
Illustrative pathway, not clinical instructions or a verified customer outcome. Communication is limited to authorized recipients and agreed consent preferences.
Your engagement
Coordinate one journey from preparation to follow-up.
Scope the services, deliverables, and responsibilities around your priority. Agree on a baseline, review period, and measures before work begins.
What you receive
- A journey map with communication and handoff points
- A schedule of approved patient and caregiver messages
- Response ownership and escalation instructions
What you bring
- A clinical sponsor and approved care guidance
- Journey events, recipient permissions, and contact data
- Care-team coverage and escalation destinations
What we measure
- Preparation and follow-up completion
- Time to response and resolution of concerns
- Patient-reported recovery and relevant utilization
Representative use cases
Connect communication to the clinical and operational workflow.
Before care
Procedure readiness
Confirm preparation and surface barriers before they disrupt care.
ActivateClarify preparationDuring care
Family communication
Keep designated family members informed during high-stress moments.
ActivateKeep families informedAfter care
Recovery monitoring
Collect patient-reported signals and escalate concerns to the right team.
ActivateRoute concerns to the team
Journey research
See the journey through your patients’ eyes.
Mystery patient visits
Assess the experience across arrival, waiting, interactions, and departure to identify where support is needed.
Patient-led and observational research
Use self-directed mystery patient visits and structured observations to understand friction that survey scores may not explain.
A practical response
Receive a summary of journey gaps and recommended changes to communication, staff support, and handoffs, with an owner for each next step.
Design the journey