Practice Facilitation Handbook

Time

• Pre-session preparation for learners: 45 minutes
• Session: 85 minutes

Materials Checklist

__ Computer, access to Internet, projector or video capacity.

__ Online access to or paper copies of:

• Guide on Workflow Mapping. LA Net Community Health Resource Network; 2013. Go to Module 5 Appendix.

__ Copy of Redesign Reflection Questions.

__ Large paper, sticky notes, and pens to use in group mapping exercise.

Objectives

Learners will able to:

• Describe the purpose and process for mapping workflow.
• Identify activities that take place in a primary care practice setting that may be important to map.
• Create a workflow map of common and complex activities. 
• Use the redesign reflection questions to help a practice redesign a workflow.

Exercises and Activities To Complete Before, During, and After the Session

Pre-session Preparation

Read (15 minutes)

1. Module 5.

Access (30 minutes)

1. AHRQ’s workflow or process mapping tools. Available at: https://digital.ahrq.gov/health-it-tools-and-resources/evaluation-resources/workflow-assessment-health-it-toolkit

During the Session

Present/review (30 minutes)

1. Module 5.
2. Guide on Workflow Mapping. LA Net Community Health Resource Network; 2013. Go to Module 5 Appendix.

Act (20 minutes)

1. Break into pairs or small groups. Ask learners to assign roles: Practice Facilitator and Participant(s). (Optional)
2. Provide learners with large paper, pencils, or large paper and sticky notes for mapping.
3. Exercise 1. Map a simple process. Ask learners to:
   • Create a workflow map from memory of the Participant making a call with his or her cell phone.
   • Map the same workflow a second time while the Practice Facilitator observes the process and corrects the map.
4. Exercise 2. Create a “Swim Lane” workflow map of a complex process from a practice. Ask learners to: map handling patient calls to clinicians (or another multi-individual, multistage process with which the learners are familiar).
   • Create a workflow map of handling patient calls to clinicians (or another multistage, multi-individual process with which the learners are familiar).

Discuss (10 minutes)

1. What did you learn from the mapping exercise?
   • Highlight lessons such as:
     • Mapping the process as it is, rather than what you think it is or think it should be.
     • Having the person who owns the process map their part of the process.
     • Understanding the role of the facilitator in supporting the mapping process.

Act (15 minutes)

1. Reconvene pairs or small groups. Have learners evaluate and redesign a workflow from exercise 1 or 2.
   • Use Redesign Reflection questions from Table 5.1 in module to redesign workflow.

Discuss (10 minutes)

1. What changes did you make to your workflows and why?
2. What did you learn about working with a group to redesign a workflow?
3. How will you use this with a practice?