An examination of the Feasibility and Acceptance of Process Mapping in the Canterbury District Health Board

Abstract

Process mapping is used across the Canterbury District Health Board (CDHB) to record a variety of processes. Process mapping refers to the systematic approach of documenting the steps, activities and time required to complete a task. A process map provides a visual representation of the work-flow within a process. Little is known about the degree to which a process map successfully documents the process it intended to, how clinically useful process mapping has proven to be, and what the experience of developing one of these maps is like from both facilitator and “process owner” point of view.

Purpose of study To examine issues of feasibility and acceptance around developing, documenting and applying process maps to a health context in the CDHB.

Method 130 participants were sampled; the participants were selected from pre-defined strata groups. The strata groups were derived from the Mental Health, Older Persons' Health, Women’s Health and Christchurch Public Hospital Divisions. Inclusion criteria were established on the basis that prospective participants had to have had involvement or experience with documenting or using process maps. Data were collected from two sources: a self-report questionnaire developed specifically for this project and from semi-structured interviews. Data analysis was conducted from both a qualitative and quantitative framework. Quantitative data was analysed from a statistical perspective analysing general ratings of satisfaction, comparison across and between the strata groups. Thematic analysis was performed on qualitative material generated from the questionnaire and interviews.

Results The majority of respondents identified that; they found the visual representation of a process map to be useful, a process map is a useful tool to capture health care processes, process maps have increased the individuals understanding of unit processes, the maps are readily accessible to individuals in the unit, process maps need to be updated to maintain an accurate reflection of the process, process maps add value, have successfully incorporate health care standards, have been useful in improving service delivery, and are able to accurately capture the processes of the unit. Nine themes which pertained to the issues of acceptance and feasibility, along with four other themes which fell outside the areas were identified from the interviews.

Conclusion This study aimed to examine the issues of acceptance and feasibility in relation to the development and application of process maps in a health context. The health setting considered for this study was the CDHB. Process mapping in a health context is still in its infancy. Process mapping was originally developed for use in the manufacturing and services industries, and is widely known and applied throughout the business community. It has been suggested that process mapping offers the health services an opportunity to consider systems and/or experiences from a patient’s perspective. The study findings indicate a significant level of acceptance towards process mapping in the CDHB environment and confirm the feasibility of using a process map for representing health care processes. In conclusion this study should be viewed as a starting point in formally reviewing process mapping in the CDHB.