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Table 3 Quotations supporting thematic analysis

From: Journey mapping as a novel approach to healthcare: a qualitative mixed methods study in palliative care

Component Quotations
Theme 1: Design and information
 Aspects of the interface “It provided a good pictorial representation, once I developed more experience and understanding of the map. It was relatively easy to understand” – Participant 6, Journey Map Assessment
“the interface was clunky … Hovering over a button did not necessarily yield information for that button” – Participant 5, Journey Map Assessment
 Catering information needs “While this is a good idea, the amount of information in the map needs to be refined to be user friendly and practical.” – Participant 5, Journey Map Assessment
“All the data was useful although inclusion of symptom management outcomes would help gauge the effectiveness of pall care input.” – Participant 6, Journey Map Assessment
Theme 2: Longitudinal care and the patient trajectory
 Longitudinal care and the patient trajectory “The map was useful to gain insight to the longitudinal needs and barriers for which the patient experience might have been improved” – Participant 1, Journey Map 1
“It provided a good overview of the trajectory focus rather than being event focused as I would be in a traditional history. It provided me with a sense of the pattern of illness and insight into key points and the commentary key issues at that point.” – Participant 1, Journey Map Assessment
Theme 3: Opportunities for care improvement
 Identifying barriers and missed opportunities for care “There were several missed triggers (e.g. disease progression into incurable stage with physical symptomatology, emotional distress) prior to eventual trigger for referral.” – Participant 4, Journey Map 3
“Times pain and deterioration noted in multiple onc[ology] clinic notes, and also the potential benefits/roles for early referral to PC, however not initiated at these times.” – Participant 2, Journey Map 4
 Clinical applications “Overall has great potential to be used in clinical care of patients and their families and give health providers an overview of the patient which is not possible in conventional medical histories…I can see that pivot points are evident that are pro-active and would impact clinical outcomes.” – Participant 1, Journey Map Assessment
“It provides a good overview of service delivery and would therefore be useful for health economics/service planning” – Participant 4, Journey Map Assessment