Matthew GilloglyCEO & Founder, Mavrix Profit System · “I help doctors remember why they became healers — and build a practice that finally proves them right.”

What is the Patient Journey Process?

3 Apr 2024 · 1 min

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0:44

In this brief segment of the video, the presenter (Speaker A) explains a practical technique for clinicians and healthcare marketers to uncover a patient’s decision‑making timeline, often called the "customer journey." He advises asking patients the moment they realized they had found the right answer or solution to their health problem. The patient’s response typically outlines a sequence of actions: online research, discovering multiple providers, trying various treatments (e.g., a sleeve, ice therapy), and finally encountering a video from a doctor that felt uniquely relevant. By capturing this narrative, clinicians can better understand the touchpoints that influence patient choices and tailor communication to match the patient’s experience.

Chapters

When did you know that it was the right answer or the right solution for your problem? Think about it like that. When did you know— ask the patient, when did you know that you had found the right answer? And what they're gonna do is they're gonna tell you basically their customer journey, and that customer journey is gonna be a lot like what your current patient or prospect is going through now. Well, I went online and I started researching this and I found a lot of doctors and You know, I found this guy or I found this solution or that solution and I tried a sleeve and I tried ice and I did this and I did that. And then I stumbled along the videos from this doctor and it felt like this doctor was talking specifically to me about my situation.