What can you learn about the process?
Form a group of those involved in drawing up the process map and people who are familiar with it. Then work together and use the map to identify:
- what works well – parts of the process that you must maintain;
- what needs fixing – and how might this be done;
- where delays occur – and why; and
- what goes wrong – and why.
Agree some design principles for the new process. The lists below suggest a number of topic areas and possible principles that may trigger more specific points relevant to your process:
Process
- Standard procedure
- Responsive, minimal delay
- Predictable and reliable
- Performance measured
- Right first time
- Minimal paperwork
- Few hand-offs
- Visibility.
Patient
- Supportive and welcoming
- Inspiring confidence and trust
- Quick, easy service
- Appropriate security
- Give information once only
- Minimal delays for patient
- Clarity on what next/follow-up.
Staff and organisation
- Satisfying work environment
- One process owner
- Individuals responsible for doing it right
- Improve personal and professional development
- Improve flexibility to cope with peaks in workload
- Co-location of team.
Technology
- Minimal IT investment
- Data entered once only
- System ensures right first time through validation
- Integration of systems
- Standard packages only
- No spreadsheets
- System must free up people time
- Strong support and help available
- Easy to use.
