Tools to help you explore and understand patient experiences

3a. Patient shadowing
Identifying what happens during a patient visit to a service

3b. Patient journey mapping
Summarising the service experiences patients have over time

3c. Experience-based surveys
Learning about patients’ reactions to services based on their journeys

3d. Patient stories
Assessing patients’ service experiences in their life context

Exploring means learning about and understanding patient experiences of services and identifying service improvement ideas.

In co-design work ‘exploring’ has two important dimensions. The first is learning about people’s experiences of service delivery and, in particular, its social and emotional dimensions. The second is understanding the experiences they desire and identifying improvement ideas.

The tools in this section offer a variety of ways to explore patient experiences, from hands-off observation through group sessions to one-on-one interviews.