creating a high level process/experience map · touch points in a process/experience map •try...
TRANSCRIPT
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Dr Roz SorensenSeptember 2019
Creating a high level process/experience
map
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In this presentation
• Seeking to understand
• Consider the adverse events process
• Identify touch points
• Consider tools to map the emotions at the touch points in a process/experience map
• Try this.
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Process mapping
• Process mapping enables the reconfiguring of the consumer journey from the consumer’s perspective in order to improve quality of care and release resources
• Consider the scope- internal/external
• Consider the structure
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Mapping processes
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Adverse events process
• Using post-it notes take five minutes in your tables to map a high level process of the adverse events process in your DHB as you know it.
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Different tools
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Touch points
• What are they?
• Emotionally significant points in the process
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Identify touch points
• Take 5 minutes to identify touch points
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Capturing emotions
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More examples
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Your turn
• What tools will you use?
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Leading Change
IHI Psychology of Change Framework to Advance & Sustain Improvement
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Thank you....Any questions