Children's Hospital of Wisconsin (CHW) wanted to better understand the complex journey families take when they have a sick child and need to seek care.
Any time a child has an injury or illness serious enough to warrant a trip to the hospital, the experience is an emotional and psychological journey rife with opportunities for anxiety and confusion.
Christopher Neuharth, CHW’s recently hired Director of Digital Health & Experience, wanted to use his role to make the hospital experience better for children and their loved ones.
“Had we not done this process we likely would have invested money in the wrong sort of technology. The journey mapping process helped dramatically decrease our risk in technology selection and got us pointed in the right direction as a new team.”Christopher Neuharth
Director of Digital Health & Experience, Children's Hospital of Wisconsin
“This process was totally useful. It was amazing to get everybody talking, to see all these interviews come together. It changed peoples’ perspectives and lead us to some real ‘a-ha’ moments we wouldn’t have reached otherwise.”Jeremy White
Children’s Hospital of Wisconsin
The physical Journey Map will be used to aid this cultural transformation at CHW. By following the patient’s journey, CHW understands where they can bring in warm competency earlier in the patient experience. The map is being used as a training tool for CHW staff at all levels, from the medical leadership to the people fielding calls at the intake desk.
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