SEIPS-based patient journey mapping: Application to a patient visit in the emergency department

Patient Journey Mapping (PJM) is an emerging method to describe complex health care processes from the patient perspective. In this paper we describe a novel PJM method that integrates the SEIPS model, in particular the five work system elements (i.e., person, tasks, tools/technology, environment, and organization). The SEIPS-based PJM method supports the integration of multiple perspectives (e.g., patient, clinician) throughout the design and development process, and helps to represent non-linear health care processes, such as those experienced by patients who present to the emergency department.