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9.1. Redesigning the process
Here we describe two complementary ways in which any process within your practice (or between the practice and another organisation) can be analysed and visualised. By doing this, it is much easier to identify the strengths and weaknesses of the process and use the information to successfully redesign it.
The two approaches are:
- Map the process.
- Map the patient experience.
Following and capturing the process
It is usually easiest to follow the process starting at the beginning – but you may sometimes want to work backwards and start from the end. At each stage write down the key points on a Post-it note as suggested below. You may also want to collect example screen shots and write down any points that need discussion and agreement, again noted on Post-it notes.
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