Dr. Anthony Masalonis, SST Chief Human Factors Analyst, will present “Using Journey Mapping to Visualize Patient Experiences for Quality Improvement Initiatives”

Dr. Anthony Masalonis, SST Chief Human Factors Engineer, will present “Using Journey Mapping to Visualize Patient Experiences for Quality Improvement Initiatives” at the Human Factors and Ergonomics Society’s International Symposium on Human Factors and Ergonomics in Health Care, on Tuesday March 22. 

He co-led this important research initiative, collaborating with our own Aneesa Motiwala Human Factors Engineer, and their colleagues with the Human Factors Engineering group (Veterans Health Administration) and with Visionary Consulting Partners, LLC.  

The team conducted semi-structured interviews with Veteran patients, caregivers, and providers. All interviewees currently or recently provided or received depression-related behavioral health care at the VA. Interview results led to a more systematic understanding of the patient mental health experience during the COVID-19 pandemic.  The results were qualitatively analyzed, and represented using journey maps, which depicted the experiences of fictional patients and caregivers over a course of treatment from intake to discharge or continuing therapy; and insights regarding “pain points”, and also what is going well, with VA behavioral health care.   Focus areas included PTSD, substance abuse, and treatment considerations during the pandemic—especially telehealth.  The journey maps can be used by the VA Office of Mental Health and Suicide prevention to identify opportunities to improve mental health care services for caregivers and Veterans.