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Journey-Marketing
1

Marketing

Translation, Localization, Transcreation

Patient is exposed to ads & marketing campaigns, explores physician directory & website.
2

Scheduling

Translation, Interpreting

Patient reviews provider options via the website:

  • Selects a provider who rates favorably for Language Access
  • Schedules appointment via website or over the phone
  • Selects language preference
Journey-Scheduling
Journey-Visit-Prep
3

Visit Prep

Translation, Interpreting

Patient receives information regarding:

  • Financial counseling
  • Registration
  • Insurance verification
  • Required activities (i.e., no eating)
4

Travel, Navigation

Translation, Interpreting, Transcreation

Patient schedules ride assistance to the visit. Patient is greeted upon arrival and receives documentation regarding their right to an interpreter.

Journey-Travel
Journey-During-Visit
5

During the Visit

Translation, Interpreting

Using an interpreter, the patient communicates with the provider.

Journey-Checkout
6

Checkout

Translation, Interpreting

The patient engages in administrative interactions, including follow-up scheduling. They also receive their treatment plan and instructions (i.e., discharge). Finally, the patient receives ride assistance home from the appointment.

7

Rx, Tests

Translation, Interpreting

Upon discharge, the patient receives medication instructions and any test results. 

Journey-Rx-Tests
Journey-Followup
8

Follow-up Care & Communication

Translation, Interpreting, Transcreation

The patient receives their medical bill and a patient satisfaction survey request. The patient is able to communicate with their provider via their patient portal. They also receive any follow-up care and information on applicable patient support groups.
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