{"id":6936,"date":"2026-06-01T12:49:02","date_gmt":"2026-06-01T10:49:02","guid":{"rendered":"https:\/\/www.kioskdigital.it\/blog\/the-patient-journey-a-crucial-path-for-hospital-quality\/"},"modified":"2026-08-28T16:11:53","modified_gmt":"2026-08-28T14:11:53","slug":"the-patient-journey-a-crucial-path-for-hospital-quality","status":"publish","type":"post","link":"https:\/\/www.kioskdigital.it\/blog\/en\/the-patient-journey-a-crucial-path-for-hospital-quality\/","title":{"rendered":"The patient journey: a crucial path for hospital quality"},"content":{"rendered":"

A patient entering a hospital brings with them expectations that go far beyond the quality of the medical visit. They expect to find the wards without getting lost, not to wait in line for an hour at the counter, and to receive clear answers before and after the service. In short: they expect an experience.<\/p>\n

This experience is called the Patient Journey<\/strong> \u2014the complete patient journey from access to the facility to the post-care phase. And in Italy, today, it has become a pressing issue not only for reasons of perceived quality, but also for specific regulatory requirements and funding opportunities related to the National Recovery and Resilience Plan (PNRR).<\/p>\n

According to the Digital Innovation in Healthcare Observatory at the Polytechnic University of Milan, 67% of Italian healthcare directors identify patient experience as a strategic priority for the next three years. However, less than 30% of facilities have integrated digital systems across the entire patient journey.<\/p><\/blockquote>\n

In this guide, we analyze what the patient journey is, the critical phases to manage, how digital technology is transforming every touchpoint, and\u2014specifically\u2014which Kiosk solutions enable an integrated, efficient, and measurable patient journey.<\/p>\n

Index<\/p>\n

Definition of the Patient Journey<\/a>
\nExamples of Patient Journeys<\/a>
\nThe 5 critical phases of the patient journey: problems and solutions<\/a>
\nThe Italian context: PNRR and the digitalization of healthcare<\/a>
\nIntegration is the real difference: an ecosystem, not isolated solutions<\/a>
\nMeasurable benefits for Hospital Management<\/a>
\nFAQ – Frequently Asked Questions about the Patient Journey in Hospital<\/a>
\nConclusions: the patient journey is not a project, it is a responsibility <\/a><\/p><\/blockquote>\n

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<\/a>What is the Patient Journey?<\/span><\/h2>\n

The Patient Journey is the sum of all interactions a patient has with a healthcare provider: from the perception of the need for care to post-treatment follow-up. It’s not limited to the visit or admission, but includes every touchpoint\u2014physical, digital, telephone\u2014before, during, and after the service is provided.<\/p>\n

Unlike traditional clinical quality assessments, the patient journey also considers the experiential dimension: how the patient perceives the wait, orientation, communication, and the simplicity of administrative procedures. It is this perception that determines final satisfaction and, consequently, the facility’s reputation.<\/p>\n

For hospital management, mapping and optimizing the patient journey means intervening on two distinct but interconnected levels:<\/p>\n