Content: Introduction to Workflow and Process Management in Health Care Context of Workflow and Process Management in Health Care Workflow and Process Management for Clinical Transformation Challenges of Workflow and Process Management in Health Care Workflow and Process Management Defined for Health Care Case Study 1.1: Workflow for Preventive Screening Workflows and Processes Performed by Knowledge Workers Case Study 1.2: Diagnosis-Drug Selection Challenges and Needs for Workflow and Process Management for Knowledge Workers Case Study 1.3: Sequencing of Data in an EHR Key Points References Workflow and Process Management Overview Definitions of Terms: Workflow and Process Management Definitions of Terms: Process and Workflow Case Study 2.1: Poor Dataflow Yields Medical Error Definitions of Terms: Workflow and Process Mapping Relationship of Workflow and Process Management for EHR and HIT to Other CQI Methodologies Health Care Workflow and Process Management Timing Health Care Workflow and Process Management Stakeholders Case Study 2.2: Redesigning a Patient Room for a New Hospital Case Study 2.3: Clinic Staff Mapping the Refill Process Relationship and Importance of Workflow and Process Management to Change Management Steps in Workflow and Process Management Key Points References Step 1: Assess Readiness for Workflow and Process Management Understand Organizational Culture for Change Case Study 3.1: The Itinerant C Suite Change an Organization's Culture Assess End-User Readiness for the Clinical Transformation That EHR and HIT Represent Educate Stakeholders about EHR and HIT Set S.M.A.R.T. Goals Case Study 3.2: On-board and Overboard with Goal Setting Workflow and Process Management Governance Key Points References Step 2: Compile Process Inventory Process Inventory Description and Purpose Process Inventory Worksheet Case Study 4.1: Clinic Processes Case Study 4.2: Hospital Processes Generic Lists of Processes Compiling the Process Inventory Managing the Process Inventory Process Inventory Database Key Points References Step 3: Select Tools and Train Team Workflow and Process Mapping Tool Selection Workflow and Process Mapping Tools Case Study 5.1: Nurse Travel Time in a New Hospital Case Study 5.2: Downstream Time Savings Saves the Day Selecting the Right Tool(s) and Following Tool Conventions Level of Detail Training the Workforce to Perform Workflow and Process Mapping Key Points References Step 4: Map Current Workflows and Processes Documenting While Doing Case Study 6.1: Mini-EHR Serves a Dual Purpose Documenting Current Processes Documenting Boundaries Documenting Current Operations Case Study 6.2: Credentials Make a Difference Documenting Variations in Operations Case Study 6.3: Process Variation Documenting Appropriate Operational Detail Case Study 6.4: Too Little Detail Case Study 6.5: Too Much Detail Documenting Decision Making Clinical Decision Support Documenting Decisions in a Process Map Annotating Frequency of Decision Making, Operations, and Boundaries Documenting Flow Flowcharting Conventions Special Symbols Flowcharting Software Support Subsidiary Documents Process Mapping Template Key Points References Step 5: Obtain Baseline Data Purposes and Uses of Baseline Data Collection in Workflow and Process Management Types of Benefits Studies Risks and Benefits of Baseline Data Collection Metrics for Benefits Data Case Study 7.1: Why Does it Take Twice as Long to Document? Case Study 7.2: Dismayed Physician Resolves to Acquire EHR Strategies for Conducting Benefits Realization Studies Data Collection Tools Case Study 7.3: Patient Perspective Survey Sampling Methodology Communications Surrounding Baseline Data Collection and Benefits Realization Studies Key Points References Step 6: Validate Workflow and Process Maps Need for Validation Collaboration Case Study 8.1: Obscure Terminology Issues in "As-Is" Maps are Common Seven Deadly Sins of Workflow and Process Mapping and Their Salvations Taking a Validation Timeout Key Points References Step 7: Identify Process Redesign Opportunities The Process of Redesign Case Study 9.1: Contrarian Contributions to Process Redesign Key Characteristics for Redesign Case Study 9.2: Clinically Relevant Duplication Case Study 9.3: Was the Task Performed, or Is Socialization Needed? Case Study 9.4: Reorganize the Environment to Improve the Use of EHR Case Study 9.5: Beating the System Documenting the Redesigned Workflows and Processes Validating the Redesigned Process Key Points References Step 8: Conduct Root Cause Analysis to Redesign Workflows and Processes Cause and Effect Case Study 10.1: Causality of Noncompliance with BC-MAR System Weighing Potential Solutions Requirement for Root Cause Analysis Tools and Techniques to Aid Root Cause Analysis Case Study 10.2: New Workflow Results in Construction Project Key Points References Step 9: Implement Redesigned Workflows and Processes Implementing Redesigned Workflows and Processes Case Study 11.1: Consequences of Training Without Workflow and Process Management Making Change Management a Priority Creating Change Agents Case Study 11.2: Grime Scene Investigators Focus on the Hand Hygiene Process Change Management Tools Case Study 11.3: Forces Impacting EHR Adoption Case Study 11.4: Physician Strategy Impacts All Key Points References Step 10: Monitor Goal Achievement with Redesigned Workflows Monitoring Goal Achievement Measuring Results Planning for Monitoring and Measuring Celebrating Success Case Study 12.1: Celebration Gone Awry Case Study 12.2: A True Celebration for Learning Correcting Course Summary References Index
