Process-based thinking: How can process maps help?
Knowledge database Organisation Structures & processes D.4: Method kit for quantifying the process potential of digital health toolsAs already explained in the introduction to knowledge article 2, digital health solutions - such as the heyPatient platform - promise major gains in effectiveness and efficiency. On the one hand, these are due to digitalisation itself and, on the other, to automated work processes.
Problem description, research question and relevance
The word "process" comes from Latin and is derived from the term "processus", which means "progress" or "sequence".
In modern usage, the word process (in addition to the legal context) has also been extended to technical, biological, organisational and work-related processes. Specifically, in the language of business administration, a work process means an organised sequence of actions "in which material goods are produced or services are provided by people acting as workers using production and operating resources and materials" (refa.de, undated).
Methods and procedures in the project
Process modelling often serves as the basis for a generic representation of process flows in a hospital. Process maps have established themselves as a useful representation of key processes (Landrock & Gadatsch, 2018). A study by Vera and Kuntz (2007) in German hospitals, for example, showed that a process-based organisational design can have a positive effect on the efficiency of hospitals.
A basic distinction is made between management, core and support processes. A process map was created as an overview for the D.4 method kit, which serves as the basis for one of the selection dimensions of the method kit. The focus here is on the core processes of a hospital, whereby a flight level was chosen that allows the most generic possible representation of the most relevant core process steps. A distinction is made between an elective, i.e. planned, procedure and the emergency core process.
Results and findings
The following generic process map was developed over several iterations within the project team.
During the creation of the process map, various examples from practice were examined and consolidated. It quickly became apparent that the basic steps hardly differ from hospital to hospital. The illustration thus created a basis that can be transferred to most Swiss hospitals.
Recommendations for practice
- Reflect on the process map of your organisation. Think about whether you have the right altitude for visualising the processes. Are the processes easy to understand without leaving out essential aspects?
- Include different professional groups and perspectives. Are different perspectives on the process map included? Is there a common understanding of the correct altitude and naming of the process steps?
- Create a common understanding. Is there a common understanding of the correct altitude and naming of the process steps?
This knowledge article provides a brief insight into the world of process maps and process-based thinking in hospitals. The process perspective is one of the two selection criteria that are part of the D.4 method kit to facilitate the use and selection of the relevant instruments from the method kit for the evaluation of digital health tools.
Literature and other sources
Landrock, P., & Gadatsch, A. (2018). Big data in healthcare. Springer Gabler.
REFA Bundesverband e.V. (undated). Work process. Retrieved from https://refa.de/service/refa-lexikon/arbeitsprozess
Vera, A., & Kuntz, L. (2007). Process-based organisation design and hospital efficiency. Health care management review, 32(1), 55-65. doi.org/10.1097/00004010-200701000-00008