Anyone used patient journey mapping to improve clinic wait time experiences?

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Our client runs a chain of outpatient clinics and wants to reduce frustration around wait times. Curious if ethnographic or CX research has worked better than surveys here.

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Rajesh Nair · Answer

Yes, done this for a hospital network — ethnographic shadowing beat surveys hands down because patients underreport frustration on forms but you *see* it in body language and workarounds. We mapped 6 touchpoints from parking to discharge and the biggest friction wasn't actually wait time, it was uncertainty (no updates, no signage). A simple SMS queue update cut perceived wait dissatisfaction by ~30% without touching actual wait times.

Anyone used patient journey mapping to improve clinic wait time experiences?

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