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Today’s chronic patients: journey intelligence

July 25, 2022

Modern Patient Journey: 2021 Healthcare CXM Study for Chronic Condition Diagnosis and Treatment

As part of RAPP’s ongoing commitment to journey-based intellectual property, our latest customer experience management research, or CXM study, focuses on the healthcare vertical with an emphasis on chronic conditions. This study unearths and quantifies points of pain, influence and channel preference of patients newly diagnosed, recently treated and active in treatment, and intelligence around medication adherence, health technology and beyond.

Patient Journey Intelligence

A patient journey for chronic conditions begins when symptoms occur - patients become emotionally charged. often anxious and frustrated, upon diagnosis as they navigate through the healthcare ecosystem. Mental health, however. improves at the onset of treatment as patients remain hopeful for what is to come. Acceptant of the situation, they then integrate the medication region into their lifestyles in hope to optimize health outcomes.

Understanding the many touch-points driving the patient journey could inspire the health system and providers to add value, meeting patient needs and expectations, and ultimately, facilitating an encouraging and positive experience.


Enjoy the preview! Click to download the full infographics.


About the Modern Patient Journey

We surveyed a population of U.S. adults (patients and caregivers) who were diagnosed and are treating at least one of the following chronic conditions: Hypertension, Hyperlipidemia, Chronic Obstructive Pulmonary Disease, Adult Asthma, Type 2 Diabetes, Osteoporosis, and Psoriasis. N= 1,325. The survey data was collected from July-August 2021.

For more information, contact the Consumer & Market Intelligence team at

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