Abstract

Over the years, patient satisfaction has become a key factor when evaluating the quality of healthcare. There is a constant desire to further analyze patients' needs and expectations, with the aim of improving their healthcare experience. With tools such as customer journey maps (CJM), two objectives are addressed: a) identify how patients interact through the phases of the care cycle and b) execute multiple analyses to deliver a wide variety of outcomes focused on improving patient experience, through the combination of these tools with emerging disciplines such as process mining. We propose a new method based on a predefined framework to optimize the creation of healthcare indicators through process mining. Our method focuses on identifying touchpoints, defining, calculating, validating, and visualizing Key Performance Indicators (KPIs) in a clinical process. The proposed method was applied to analyze an emergency room process as a case study. Results demonstrate the usefulness of the method to discover the main process interaction points, to create key indicators, and generate dashboards that support the goal of understanding and optimizing patient care.