[Text on screen: QI Hub Presents: Process Map Part 3 The Ohio State University College of Medicine The Ohio State University Wexner Medical Center] [Flow chart is shown on screen with title "Process Map"] Speaker: Now that you've seen the building blocks of a process map, let's walk through how to create one, step‑by‑step, [Animation of patient waiting in a patient's room] [Text on screen: Long appointment times] using a realistic healthcare scenario. Imagine your team has received patient feedback about long appointment times in your clinic. [Text on screen: Want to understand what's really happening] Before proposing a fix, you want to understand what's really happening during the visit. [Text on screen: Create a current state process map Visualize entire workflow] So, you decide to create a current state process map to visualize the entire workflow, from the moment a patient arrives to when they leave the clinic. [Text on screen: Step 1: Define the Boundaries] Step 1. Define the boundaries. [Animation of arrow being drawn between a green oval labeled "Start" and a red oval labeled "End"] You start by defining the process you want to map. In this case, the starting point is the patient arriving and checking in. [The word "Start" is replaced by "Patient arrives and checks in" and "End" is replaced by "Patient leaves clinic"] The ending point is when the patient leaves the clinic after their visit. [Text on screen: Clarity is key] This clarity is key. It helps your team stay focused and know where to begin and end the mapping effort. [Text on screen: Step 2: Gather Input] Step 2. Gather input. [Text bubbles appear above figures of people] Next, your team gathers information from multiple sources. [Text on screen: Interview check-in staff, nurses, providers, and lab personnel Conduct a Gemba walk Review internal policies Build a shared understanding of how the process actually unfolds] You interview check‑in staff, nurses, providers, and lab personnel. You conduct a Gemba walk, observing patient flow in real time. You review internal policies. You're not relying on one person's perspective. You're building a shared understanding of how the process actually unfolds. [Text on screen: Step 3: Sequence the Steps] Step 3. Sequence the steps. Now, your team puts the steps in order using standard mapping symbols. [Animation zooms in on green oval labeled "Patient arrives and checks in"] The process starts. Patient arrives and checks in. [Arrow is drawn to text: Variation when patients arrive] But you note variation. Some arrive early, some on time, some late. [Arrow from green oval leading to grey rectangle labeled "Nurse calls patient back"] The nurse calls the patient back and records their height and weight. [Another arrow leads to a new grey rectangle labeled "Patient escorted to room"] The patient is escorted to an exam room. [Another arrow leads to a new grey rectangle labeled "Vitals, history, medications"] Vital signs are recorded. Medical history and medications are reviewed. [Text on screen: Variation based on patient's condition or complexity] You hear that this step varies based on the patient's condition or complexity. [Another arrow leads to a new grey rectangle labeled "Nurse alerts clinician patient is ready"] The nurse alerts the clinician that the patient is ready by changing the patient status in the EMR. [Text on screen: Step isn't consistent. Clinician may miss alert] You learn that this step isn't always consistent. Sometimes the clinician misses the alert. [Another arrow leads to a new grey rectangle labeled "Clinician meets with patient"] The clinician meets with the patient, addresses concerns, and makes a decision about labs. [Another arrow leads to a yellow diamond labeled "Are labs needed?"] Are labs needed? [Arrow leads from yellow diamond labeled "Yes, (patient sent to lab)" to grey rectangle labeled "Labs are completed"] If yes, the patient is sent to the lab. [Arrow leads to new grey rectangle labeled "follow-up is scheduled"] Labs are completed. A follow‑up is scheduled. [Arrow leads to red oval labeled "Patient leaves clinic"] The patient leaves the clinic. [Another arrow leads from the yellow diamond labeled "Are labs needed" with text "No" to grey rectangle labeled "Follow-up is scheduled". An arrow is then drawn connecting grey rectangle to red oval labeled "Patient leaves clinic"] If no, a follow‑up is scheduled, and the patient leaves the clinic. [Red circles appear around the arrows] As you build the process, remember, arrows connect each step to the next showing the flow of the process. [Red circles appear around grey rectangles] Every rectangle flows to the next rectangle or decision diamond, [Red circle appears around yellow diamond] and each decision leads to a clear path forward. As you map this out, you may notice delays, inconsistencies, or rework. [Sideways D labeled "Delay" appears between grey rectangles labeled "Patient escorted to room" and "Vitals, history, medications"] For example, a sideways D could be used to show waiting time after rooming. [Pink star labeled "When to see patient?" appears between grey rectangles labeled "Nurse alerts clinician patient is ready" and "Clinician meets with patient"] A star might flag confusion about when the patient is ready to be seen. These symbols help make the invisible visible. [Text on screen: Step 4: Validate the Map] Step 4. Validate the map. [Animation of doctor with laptop communicating with three other people] Once the draft is complete, you bring it back to the people who do the work. You review it with the front desk, nurses, providers, and lab staff. [Text on screen: Ensures map reflects reality, not assumptions] Their input ensures your map reflects reality, not assumptions. This is where the real value emerges. [Speech bubbles appear with text: That's not how it always works. This part varies depending on the provider. We usually skip that step when we're running behind] You'll often hear insights like, that's not how it always works, this part varies depending on the provider, we usually skip that step when we're running behind. [Text on screen: These comments aren't mistakes. They're opportunities. They identify: friction points variation hidden complexity] These comments aren't mistakes, they're opportunities. They help identify friction points, variation, and hidden complexity in the process. [Text on screen: Use feedback to make changes to your map.] Use this feedback to make any necessary changes to your map. [Text on screen: Step 5: Discuss What You're Learning] Step 5. Discuss what you're learning. [Text on screen: Pain points Delays Communication break-downs Unnecessary steps Avoidable workarounds] After validating the map, the team can start identifying pain points. Where are delays occurring? Where is communication breaking down? Are there unnecessary steps or avoidable workarounds? [Text on screen: Goal: Understand the process deeply] The goal is not to fix the process yet, but to understand it deeply. [Complete process map is shown] Creating a current state process map helps teams develop shared insight, break down silos, and prepare for effective improvement. [Background music] [Text on screen: QI Hub Thank you! Scan the QR code for references and resources The Ohio State University College of Medicine The Ohio State University Wexner Medical Center] [QR code links to: https://go.osu.edu/qihub]