Map an accessible patient journey across systems

Trace scheduling, intake, sign-in, virtual visits, support, and follow-up handoffs.

Starter draft for review. Use as a conversation or planning aid.

Choose one task and desired outcome

Use a task such as finding a provider, booking an appointment, completing intake, joining a virtual visit, or reading a portal message. Map what people actually encounter, including third-party systems.

Walk the route

Discover and prepare: find understandable service information, contact options, instructions, and access-support routes.
Enter and authenticate: book, create or activate an account, sign in, recover access, and complete required forms.
Participate: use the relevant portal or visit tools, communicate with staff, and reach needed support.
Complete and follow up: receive an understandable confirmation, access information, send a message, or obtain help.

Repeat these fields at every handoff

Task and intended outcome; page, system, or channel; service owner; next team or vendor; barrier observed; review method and scope; effect on completion; assistance route; action owner; review date.

Include a virtual-visit rehearsal

Check setup instructions, keyboard and assistive technology use, joining the session, communication aids or services, support-person participation when appropriate and authorized, and recovery if a connection fails. Coordinate needs before the appointment through the organization's approved process.

Review with the people affected

Arrange accessible participation by disabled patients and, where appropriate, authorized caregivers. Use approved consent and privacy processes, test accounts, and synthetic examples. Pair user experience with qualified technical review.

Close the loop

Assign one improvement and verify the help route works while barriers are addressed. Review whether the task is now usable, then change the recurring practice behind the handoff.

ACLT connection: patient participation reveals where organizational decisions connect or interrupt access.

Reference: HHS and DOJ guidance on accessibility in telehealth.

Download HTML copy