Journey map of information access barriers for middle⁃aged and elderly outpatients
Abstract
ObjectiveTo systematically identify the whole⁃process experience and multidimensional needs of middle⁃aged and elderly outpatients regarding information access barriers based on the patient journey map,so as to provide evidence for optimizing outpatient service processes and improving the healthcare experience.MethodsA descriptive qualitative research method was adopted.From July to September 2025,semi⁃structured interviews were conducted among 15 middle⁃aged and elderly outpatients in a tertiary grade A hospital in Shanxi province.Data were analyzed using directed content analysis,and a patient journey map was constructed.ResultsBased on the consultation timeline,the patients' information access experience was summarized into four stages with 49 themes across three dimensions.ConclusionsInformation access barriers for middle⁃aged and elderly outpatients exist throughout the entire medical consultation process,with distinct and intertwined difficulties at each stage.It is recommended that medical institutions establish an age⁃friendly and humanized information support system.Triage guidance and structured communication should be strengthened,so as to break down information barriers to ensure patient safety and healthcare quality.
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BibTeX
@article{yue2026journey,
title = {{Journey map of information access barriers for middle⁃aged and elderly outpatients}},
author = {ZHANG Yue and MENG Yanjun and ZHANG Chen and SHI Hongrui and LI Lin and LI Jiangxia and SHAO Hanchi},
journal = {Huli yanjiu},
year = {2026},
month = oct,
url = {http://hlyj.suo1.cn/thesisDetails#10.12102/j.issn.1009-6493.2026.21.027},
note = {CC BY-NC-ND},
}
RIS
TY - JOUR
TI - Journey map of information access barriers for middle⁃aged and elderly outpatients
AU - ZHANG Yue
AU - MENG Yanjun
AU - ZHANG Chen
AU - SHI Hongrui
AU - LI Lin
AU - LI Jiangxia
AU - SHAO Hanchi
PY - 2026
DA - 2026/10/30
JO - Huli yanjiu
UR - http://hlyj.suo1.cn/thesisDetails#10.12102/j.issn.1009-6493.2026.21.027
AB - ObjectiveTo systematically identify the whole⁃process experience and multidimensional needs of middle⁃aged and elderly outpatients regarding information access barriers based on the patient journey map,so as to provide evidence for optimizing outpatient service processes and improving the healthcare experience.MethodsA descriptive qualitative research method was adopted.From July to September 2025,semi⁃structured interviews were conducted among 15 middle⁃aged and elderly outpatients in a tertiary grade A hospital in Shanxi province.Data were analyzed using directed content analysis,and a patient journey map was constructed.ResultsBased on the consultation timeline,the patients' information access experience was summarized into four stages with 49 themes across three dimensions.ConclusionsInformation access barriers for middle⁃aged and elderly outpatients exist throughout the entire medical consultation process,with distinct and intertwined difficulties at each stage.It is recommended that medical institutions establish an age⁃friendly and humanized information support system.Triage guidance and structured communication should be strengthened,so as to break down information barriers to ensure patient safety and healthcare quality.
SN - 1009-6493
ER -