Get the complete view of how patients move through their care journey with LeadSquared’s AI–powered Patient Journey Mapping Software.
LeadSquared’s implementation has transformed our operations completely, surpassing all other platforms we’ve used at Tandem.
Bring all your patient inquiries together, no matter where they come from. Whether it’s a website form, social media message, phone call, or referral, capture each new inquiry automatically into your system. By tracking every source, you can see how people first connect with your organization and build a map of their journey from the very beginning.
Connect your journey mapping software with your EMR/EHR to allow data to flow between systems. When you add or update a patient’s details, the information is shared across all platforms securely — from records and appointments to test results and forms. Meaning, your team gets to see the most up-to-date information, making it easier to follow each patient’s journey.
Get a clear view of how patients move through their journey with LeadSquared’s analytics tools. Custom dashboards and reports show key insights like patient acquisition sources, drop-offs, wait times, and patient engagement levels. You can quickly spot where patients lose interest or face delays and understand what’s working well. With real-time data, your team can make informed decisions to improve care quality and streamline every stage of patient experience.
Let patients handle their paperwork before they arrive. With simple online check-in forms, they can share personal details, upload insurance information, and sign consent forms from any device. When they walk in, everything’s already done — no clipboards, no last-minute rush. It saves time for patients and gives your staff a smoother start to each visit.
Group patients based on their needs, conditions, or stage of care. Create custom profiles that show where each person is in their journey — from first contact to follow-up and beyond. This helps your team personalize communication, plan the next steps, and see how different types of patients move through your system.
Give your team the tools to manage patient care on the go. With the mobile CRM, caregivers can access patient details, plan their day, and update visit information right from their phone. This makes it easier to track every step of the patient’s journey and keep everyone informed, no matter where care happens – be it at the clinic or at their home.
Every moment of the patient’s journey shapes their experience — from wait times to the clarity of communication. With built-in feedback tools, you can capture patient insights at key touchpoints using simple, customizable forms.
Track satisfaction scores and other metrics to see what’s working well and where patients face friction. If someone leaves critical feedback, your team gets notified right away to follow up and resolve it. Over time, these insights help you remove barriers, strengthen trust, and make each stage of care smoother for every patient.
Design and automate the entire care process with simple drag-and-drop workflows. From intake and appointment scheduling to follow-ups and re-engagement, every step can be mapped and managed in one place. Automation keeps patients moving smoothly through their journey, reduces manual work for your staff, and ensures no step or interaction gets overlooked.
Turn patient calls into a valuable part of the journey map. LeadSquared’s Lexi AI answers incoming calls, handles common questions, and records key details from each conversation. It automatically summarizes the call and updates the patient’s profile with the latest notes, requests, and follow-up actions. This keeps your team informed and ensures every next step in the patient journey is based on up-to-date information.
Your patient journey mapping software should match the way you work. We tailor the platform to fit your unique workflows. Setup, training, and ongoing support are all part of the service.
What does patient journey mapping software do?
Patient journey mapping software helps healthcare teams see the complete path a patient takes—from first contact to follow-up care. It brings together information from multiple sources like EMRs, CRMs, and booking systems to show how patients move through your processes. By visualizing each step, you can identify where delays, drop-offs, or miscommunications happen and make improvements that lead to smoother experiences and better outcomes.
How is patient journey mapping software different from a healthcare CRM?
A healthcare CRM helps you manage individual patient interactions—like calls, messages, and appointments. Patient journey mapping software, on the other hand, shows how all those interactions connect over time. It gives you a bird’s-eye view of the entire patient lifecycle, highlighting patterns, gaps, and handoff issues between departments. In short, a CRM tracks “who you’re talking to,” while journey mapping software shows “how patients move through care.”
Do we still need patient journey mapping software if we already track KPIs like wait times and satisfaction?
Yes. While traditional KPIs measure performance at specific points, patient journey mapping software connects those numbers across the entire experience. For example, instead of just seeing that no-show rates are high, you can see why—perhaps most no-shows occur when the gap between inquiry and appointment is too long. The software helps you link operational data with real patient experiences, so improvements are targeted and measurable.
What kind of data is needed for patient journey mapping software to work effectively?
To make patient journey mapping software valuable, you need data from different parts of your healthcare operations. This includes scheduling data, EMR records, communication logs, patient feedback, and even staff interactions. The software uses these data points to build a visual map of each patient’s journey. You can then see how efficiently patients move through your system and where their experiences can be improved.
How soon can healthcare organizations see results after implementing patient journey mapping software?
With patient journey mapping software, healthcare teams often start seeing actionable insights within a few weeks. You can quickly map out key journeys, like from inquiry to first appointment, and identify clear problem areas. Within a few months, you can make measurable improvements—such as shorter wait times or higher appointment attendance. Over time, the software becomes part of continuous improvement, helping you refine patient experiences as your systems evolve.
What challenges should healthcare teams expect when adopting patient journey mapping software?
Common challenges with patient journey mapping software include data silos, inconsistent data quality, and lack of team alignment. If your EHR, CRM, and scheduling tools don’t share data, mapping the full patient journey becomes harder. It’s also important to get staff buy-in—if the journey maps aren’t actively used, they lose value. The best approach is to start small, focus on high-impact patient paths, and build from there with clear ownership for each stage.
How does patient journey mapping software support compliance and care quality goals?
Patient journey mapping software helps organizations meet standards for patient-centered care and quality improvement. It provides a clear view of the entire patient experience, showing where care is fragmented or delayed. This visibility supports accreditation efforts, helps teams demonstrate measurable improvements, and ensures that patient feedback is captured and acted on—key requirements for regulatory compliance in modern healthcare systems.
Can patient journey mapping software handle different types of patient journeys, like outpatient and home care?
Yes. A good patient journey mapping software can support multiple types of care pathways. You can create and track different journeys for outpatients, chronic care patients, surgical cases, or home-care programs. Each journey can have unique stages, touchpoints, and metrics. This flexibility lets you compare performance across services and focus improvements where they’ll make the most impact for specific patient groups.
How can I track and maintain patient inquiry sources across multiple channels over time?
Hospitals often receive inquiries through many different channels such as phone calls, website forms, social media, messaging apps, email, and walk-ins. When these channels are not connected, it becomes difficult to know where inquiries are coming from or how patient behavior changes over time. To solve this, the hospital needs a system that can collect, organize, and store all inquiry information in one place.
A healthcare CRM (or a patient journey mapping software), such as LeadSquared, can help with this by acting as a central hub. Every inquiry no matter which channel it comes from enters the CRM through integrations with different communication channels. For example, website forms can be connected through simple API links, WhatsApp or social media messages through official connectors, and phone calls through call center software. Once connected, the system automatically tags each inquiry with its source. This tagging makes it possible to see which channels bring the most inquiries, which campaigns are working, and how patients prefer to communicate.
Over time, the CRM builds a record for each patient. If someone first messages on WhatsApp, later fills out a form, and months later calls the hospital, the system can connect all these interactions to the same patient using identifiers like phone numbers or email addresses. This helps staff understand the patient’s history more clearly without having to piece things together manually.
The hospital can also use dashboards offered by the healthcare CRM to review patterns. These dashboards can show how inquiry volumes change by channel, which sources generate more confirmed appointments, and which ones require improvement. If new channels are added later, they can be integrated in the same way so everything stays consistent.
By keeping all channels connected to a single system, the hospital gains a long-term view of patient inquiry sources. This helps the hospital decide where to invest its communication efforts and how to improve patient engagement.
