Building Services Around the African Healthcare Consumer

For decades, healthcare providers and policymakers in Africa have prioritized touchpoints, defined as individual interactions between patients and healthcare facilities, including hospitals, clinics, insurers, and pharmacies. Metrics such as appointment bookings, call center queries, and insurance approvals are routinely tracked. However, these touchpoints represent only a partial view of the situation. Patients experience healthcare as a continuous journey rather than a series of isolated events.