Академический Документы
Профессиональный Документы
Культура Документы
This section explains process mapping and service mapping, and how to do them for your organisation.
Once your process and service mapping are done, youll have a list of things to change in the way you
work. This section also describes how to decide which changes to tackle first.
Process mapping is a description of how your organisation worksfor example, what happens to a
client when they come for treatment, where they wait, who they see first, and so on. After process
mapping, youll have an exact picture of the way your organisation delivers its services. This makes it
easier to see what works well and what doesnt, so you can think about how to improve things that arent Section
working well.
4
Your first process map also gives you a starting point (a baseline), against which you can measure the
Organisational processes
These are the processes of governance and management, and are mapped between and within
organisations in entity relationship diagrams (see Figure4.1.1). Mapping the links between your
organisation and other service providers is known as service mapping (see Section4.1.2).
Page I 119
Office for Aboriginal and Torres Strait Islander Health: Service Toolkit
Support processes
These are processes that support the main things your organisation does, and the supporting health
system in general.
After activities and flows have been set out across these main areas, each of the processes can be
mapped on three levels.
Level 1 is the process chain map or entity relationship diagram. Its used to work out which people
and organisations work together, and how they work together for the whole system of care. In your
Healthy for Life program, this is called service mapping.
Level 2, the top level process map, shows the main areas of work that are done by the groups in the
Level1 process chain map. This level shows how the people and organisations do what they do.
Section
Each of these areas of work is then expanded and mapped to a Level 3 process map. This is the lowest
level of the process-mapping task, and shows physical work. Each box represents a group of activities, 4
which produce an outcome.
Level 2:
Medication
Identification of Screening Education Care planning
reviews
processes
Level 3:
Process map (for
Step Step Step Step
each process
identified)
Page I 120
Office for Aboriginal and Torres Strait Islander Health: Service Toolkit
In the Healthy for Life program, youll be helping staff describe the work processes around what you are
planning to do with your Healthy for Life money. In most cases, about twohours will be needed to deliver
the processmapping tutorial (Section4.2) and conduct the processmapping exercise, including the
determination of priorities, so make sure you allow enough time.
butchers paper;
three different coloured postit notepads (10cm 5cm stickers for main processes and smaller
ones for subprocesses);
pens and black textas;
a whiteboard to list and group problems identified; and
whiteboard pens.
People participating in the mapping exercises will need examples and instructions on how to do
the activity. A good way to start is to run through the process-mapping tutorial (Section4.2) to help
participants understand the exercise. Figure4.1.2 is a process map of the activities involved in getting
to work in the morning, and shows the macro-, mini- and microsteps involved in the process. Its Section
recommended that the group analyse the first two layers (macro and mini).
4
Process mapping
Macro, Mini and Micro Diagram
Macro: Wake Up Take a shower Get dressed Have breakfast Drive to work
Page I 121
Office for Aboriginal and Torres Strait Islander Health: Service Toolkit
Also included in the module is a process map showing the flow of chronic disease clients through
a primary health care service.
Before leading the process mapping exercise, the Healthy for Life staff will need to decide which
processes the group will be asked to map. Sometimes its useful to get all groups to map the same
processes to see if everyones understanding of workflows is the same.
6 Place the post-it note with the problem on it near the process that the problem affects.
4
As part of the service stocktake, youll need to identify all the organisations available to the community
to support maternal and child health and chronic disease prevention and management services. It will be
necessary to identify where specialist and referral services are used, as this will be important for continuity
of care. Its also important to work out how all the organisations link together and whether there are any
gaps in service delivery or communication. The best way to do service mapping is to brainstorm with a
group of staff from the service about which organisations deliver which services.
Figure4.1.3 is a service map that links services providers to the types of service they deliver. In the
example in the diagram, treatment and care of the sick, aged and disbled is delivered by onsite health
workers and nurses with the support of visiting GPs and a visiting specialist paediatrician. To get access
to specialist services, a person has to be a patient of a hospital in the region. You can also see from the
map that very few screening and prevention services are offered.
Page I 122
Office for Aboriginal and Torres Strait Islander Health: Service Toolkit
Figure4.1.3 Service providers map (very remote community, child health services)
Hospital
Trauma care
Maternity care
Treatment and care Screening
Specialist paediatric care Tertiary and Health Community
of the sick, aged and illness Health education Advocacy
secondary care promotion development
and disabled prevention
Metro Hospital
Renal
Complex trauma
Complex maternity care
Complex surgery
Rehabilitation Dental services
Section
4
4.1.3 Analysing and prioritising identified problems
As people are presenting their maps, the problems they identify should be listed on the whiteboard. When
all the processes have been discussed and all the problems listed, the problems should be grouped
(similar problems will often be expressed in different ways). Table4.1.1 is an example of this process.
Page I 123
Office for Aboriginal and Torres Strait Islander Health: Service Toolkit
1 Advise all participants that they have $100 to spend on the three problems they think are the 4
most important.
Page I 124