PROCESS MAPPING FLOWCHARTS OVERVIEW

2008 Jesse Whiddon All rights reserved

Process Flowcharts
Shows the basic work flow pathway drawn
according to supplier/customer relationships.

Provides a snapshot picture of the process which

provides a clear understanding of inputs, pathways, action or decision points and ultimately completion.

It can serve as an instruction manual or a tool for

facilitating detailed analysis and optimization of workflow and service delivery.

PATIENT BLOODWORK PREPARATION FOR SURGERY PROCESS FLOWCHART

Patient arrives with requisitions and is instructed to sign in. Patient is called into the drawing room. Review requisition for accurate patient demographics with patient

Patient name, DOB, insurance okay and complete?

Is requisition hand written or electronic?

Y Make minor corrections on the handwritten requisitions Patient is sent back to the clinic for corrections on electronic requisitions Clinic corrects problem, patient comes back and must start process over N Are hand-written tests legible? Call clinic office for verification of illegible tests that have been ordered

N Are you sure of specimen requirements?

Go into outside lab database for specimen requirements

Collect appropriate specimens

Basic Flowchart Symbols

Process Alternate Process Decision Terminator

Swim-lane Flowcharts
A flowchart that focuses on the who in who does what. Shows who or what function is responsible for each step in the process

Swim-lane Flowcharts
Good at showing the handoffs between functions, groups, departments, etc. Especially good with administrative (service) processes. Very good at showing how delays, mistakes and cheating are most likely to occur.

SWIM-LANE FLOWCHART COMPLAINT HANDLING

CUSTOMER

Contacts Sales

Receives Response

SALES

Submits Complaint (Samples?) to Quality Dept. at the Plant

Sends to Customer and Makes Phone Contact

QUALITY

Investigates and Sends to Proc. Mgr.

Writes Customer Response, Seeks Approval

Sends to Sales, Distribute Copies

LABORATORY

Tests Samples, if needed

PROCESS MGR

Investigates for Root Cause, Sends back to Quality No

STAFF MGR

Approval Yes

PLANT MGR

Approval Yes

SWIM-LANE FLOWCHART MAMMOGRAM PRIOR TO HOSPITAL ADMISSION

Patient
Appt Physical Mamm ogram Consult Consult Consult Consult

General Practitioner

Appt

Physical

Recv

Consult

Radiology

Appt

Mamm ogram

Develop

Send

Surgeon

Appt

Consult

Sched Orders

Hospital

Sched Orders

Pathology
Consult

Radiological Oncologist Medical Oncologist

Consult

Transportation & Spaghetti Diagrams

Diagrams that show the physical flow of work or material. Used to improve the physical layout of a work space.

Transportation & Spaghetti Diagrams

1 Hallway

1. 2. 3. 4.

Delivers Specimen Picks up specimen Returns and logs in base info Carries specimen to test station 1, runs test Carries specimen to test station 2, runs test Carries specimen to test station 3, runs test & disposes. Returns to enter test results.
7 Door 2 3 6 Desk Test Station 1 Test Station 2

4 5

5.

Test Station 3

6.

7.

Value Added Task

It is an activity that is important to the patient so that the patient is willing to pay for it or it is absolutely essential to conduct business. People often confuse activity with valueadded work. It changes what is being processed..

Value-added Task
It is done right the first time with no waste or rework. It is value-added or it is waste (non-value added)

Value from the Patients Perspective

Short or no wait time Timely reports Good and timely decisions Good outcomes Courtesy Reasonable costs Etc.

Value Process Flowcharts

Similar to the basic process flowchart but incorporates symbols that identify value and non-value tasks. Are used to identify and then eliminate or reduce waste and to help improve value tasks.

PRESENT STATE VALUE FLOWCHART

Patient flow To hospital Wait in waiting room (20 min) Admission by clerk (12 min) Wait (1 hour) To exam room (3 min) History & exam by nurse (20 min) To blood drawing room (2 min) Blood work flow Draw blood (5 min) To holding area (3 min) Blood to lab Test blood Blood work report to OR Hold blood work report Surgery team pulls Changes into gown (2 min) Wait (5 to 10 min) Prepping (5 to 25 min) Wait (10 min) Premedication (15 min) To OR (2 min)
Wait for blood work? (0 to 30 min)

Clean up & instrument removal (5 min) To recovery room (PACU) (3 min) Recovery (1 to 3 hours) To hospital room (5 min)

Nurse checks Id/ lab data (3 min) Anesthesiologist prep (10 min) Surgery (1 hour)

Value Flowchart Symbols

Operation Transport Handle Inspect Delay Decide Store

IDEAL STATE VALUE FLOWCHART

Patient flow To hospital Admission by clerk (3 min) History & exam by nurse (10 min) Draw blood (5 min) Changes into gown (2 min) Blood to lab Test blood Blood work report to OR Prepping (5 to 25 min) Premedication (15 min) Nurse checks Id/ lab data (3 min) Anesthesiologist prep (10 min) Surgery (1 hour) Clean up & instrument removal (5 min) Recovery (1 to 2 hours) To hospital room (5 min)

Blood work flow

FUTURE STATE VALUE FLOWCHART # 1

To hospital Wait in waiting room (5 min) Admission by clerk (3 min) To blood drawing room (2 min) Draw blood (5 min) Wait (30 min) Blood to lab Test blood Blood work report to OR Hold blood work report Pull when needed To exam room (3 min) History & exam by nurse (10 min) To holding area (3 min) Changes into gown (2 min) Wait (5 to 10 min) Prepping (5 to 25 min) Premedication (15 min) To OR (2 min) Nurse checks Id/ lab data (3 min) Anesthesiologist prep (10 min) Surgery (1 hour) Clean up & instrument removal (5 min) To recovery room (PACU) (3 min) Recovery (1 to 2 hours) To hospital room (5 min)