Sitting in the emergency department waiting room, a patient may have no idea of how the service works or where their care begins and ends. Patients with less serious conditions may watch others be prioritised ahead of them, while they wait for hours before receiving treatment.
The Patient Journey Map was designed to explain how the emergency department functions in very simple terms. Working with nurses and doctors and receiving feedback from patients during development, the design used a clear, approachable graphic language to explain the process. Specific emphasis was placed on helping staff to replace clinical jargon with simple language that all people could understand.
The animation of this Journey map has been translated into 7 Languages: