Applying a Patient Journey Mapping Approach to Understand Maternal Care Patient Journeys: A Pilot Study

Nicole Hicks, Department of Mechanical and Industrial Engineering, University of TorontoFollow
Kristin Tully, Department of Obstetrics & Gynecology, University of North Carolina, Chapel HillFollow
Christopher Goodier, Maternal-Fetal Medicine, Medical University of South CarolinaFollow
Sreenath Chalil Madathil, School of Systems Science and Industrial Engineering, Binghamton University, State University of New YorkFollow
Ayaba Logan, MUSC Libraries, Medical University of South CarolinaFollow
Myrtede Alfred, Department of Mechanical and Industrial Engineering, University of TorontoFollow

ORCID

Nicole Hicks: https://orcid.org/0009-0002-0463-5284

Abstract

Introduction: In the United States, giving birth is the most common cause of hospitalization. Maternal care frequently represents birthing people's first experiences of prolonged interactions with the healthcare system. However, the structure of services is often fragmented and misaligned with individuals' needs, particularly for Black birthing people. Documenting birthing people's experiences during pregnancy and postpartum allows for identification of practices working well and opportunities to improve patient-centered maternal care. Methods: The mixed-methods study was conducted in the southeastern United States and used patient journey mapping(PJM) to document experiences of patients receiving maternal care at a large academic hospital during [2024]. Surveys and semi-structured interviews were conducted during the prenatal and postpartum periods to assess maternal care experiences, patient education, and health outcomes. Descriptive phenomenology was used to code and analyze data. Visuals were created to highlight key experiences. Results: A total of 10 patients (6 prenatal, 4 postpartum) participated in the study. Reported experiences were mainly positive including being provided sufficient education and feeling listened to. However, gaps in care included delayed access to prenatal services, challenges contacting clinicians between appointments and coordinating care, lack of racial concordance between patients and clinicians, and little continuity of care. Conclusion: Our research identified aspects of birthing peoples' positive and negative experiences with maternal care. The results of this pilot study demonstrate the applicability of patient journey mapping to analyze maternal experiences of healthcare systems. The results can be extended through PJM studies using larger study samples to improve equity and patient-centered care.

Recommended Citation

Hicks N, Tully K, Goodier C, Madathil S, Logan A, Alfred M. Applying a Patient Journey Mapping Approach to Understand Maternal Care Patient Journeys: A Pilot Study. Patient Experience Journal. 2026; 13(1):107-154. doi: 10.35680/2372-0247.2106.