PROCESS MAP

TOOLKIT
EXAMPLE 1: PATIENT WAIT TIME PROCESS FLOW

Patient
arrives at Are additional
clinic diagnostics required in No
the office?

Patient services
representative (PSR) After completing
gives patient paperwork paperwork, patient
for review & signature waits for available PSR Patient waits while
and takes patient’s to complete check-in physician works with
insurance card & ID Patient
medical assistants &
Yes leaves
nurses to obtain
clinic
information

PSR collects copay and

Patient waits for
returns cards to patient, Patient waits while
medical assistant
completing check-in physician works with Patient receives referrals,
medical assistants & orders, after-visit
nurses to place and summary and
validate orders instructions, schedules
Yes No
follow-up appointments
Medical assistant takes
as necessary and
patient back on “first
Patient waits for completes check-out
ready” basis, takes vitals
physician to enter &
& updates history and
start visit Diagnostic test is
completes medication
completed
reconciliation

Patient waits for

available PSR in
Additional check-out area
documents required? Patient waits for
Patient has encounter
Diagnostic tests, physician to return
with physician
labs and/or outside with results
records?

Patient discusses plan

of care with physician

Terminal point Process Delay Decision Improvement opportunities

EXAMPLE 2: PRE-VISIT PLANNING PROCESS

Receptionist Does the patient Use a visit Medical assistant

schedules follow- need to have any lab
DURING THE Patient is at the
up appointment(s)
planner checklist Medical assistant schedules labs to
office for their work or other diagnostics Yes to arrange next orders labs based be completed
CURRENT for the patient done before their next
current visit appointment(s) on standing orders before the next
VISIT before they leave appointment? appointment
the office

No

Consider a pre-visit phone

call or email to begin
Medical assistant performs Use a visit prep checklist to Is the patient medication reconciliation, set
visit preparations: identify gaps in care, such as considered Yes the patient agenda and
•Reviews notes from prior visit immunizations or cancer
Send patients complex? perform other preparations to
BEFORE and confirms that screenings. If something
appointment ensure that the visit is
THE NEXT documentation from interval needs to be scheduled before
reminders, either thorough and efficient
care or hospitalizations has the upcoming visit, contact
VISIT been obtained the patient to schedule the
automatically or
manually
•Prints copies of lab results appointment
and other important results to
discuss at visit
Patient has pre-visit
labs completed
No

Medical assistant rooms patient Hand off the patient to the

Hold a pre-clinic care team Receptionist hands out Physician portion
and updates patient record based physician, informing them of the
DURING huddle to prepare the a pre-appointment
on information on pre-visit purpose of the patient’s visit as
of visit begins.
THE NEXT team for the day ahead questionnaire to each Pre-visit planning
questionnaire, conducts medication well as any important
and anticipate patient at check-in commences at the
VISIT any patient needs
reconciliation and sets visit agenda information learned during
“current visit”
with patient rooming

Terminal point Process Decision Preparation Document

MOST COMMON PROCESS MAP SYMBOLS

Which symbols should you use? Most process maps can be created using a few basic flowchart symbols. Here are some
common symbols and their meanings. To create your own map, copy and paste these symbols into a new slide.

Process represents a step or
activity in your process.
Terminal points indicate the
starting or ending points of a
process.
Delay represents a waiting
period where no value-added
activity takes place.
Decision indicates a point
where the outcome of a
decision dictates the next step.
There can be multiple
outcomes, but often there are
just two - yes and no.

Document represents a step Kaizen bursts indicate Preparation indicates an Manual operation indicates
that requires or results in a improvement opportunities. action that helps prepare for an operation or adjustment to
document. the next step in the process. the process that can be made
manually.
CONNECTORS

Connectors are lines that link different flowchart symbols. Once placed, connectors will stay connected to the symbols they
are linked to. Move linked symbols and their connecters will automatically reorient with them.

Solid lines are used to Dotted lines indicate an

connect the flowchart symbols. alternate process.

Arrow on both ends Arrow on one end indicates Swim lanes can be used to delineate roles and
indicates that the process flow the direction of the process responsibilities within your practice. Lanes can be arranged
can move in either direction flow. horizontally or vertically. See EXAMPLE 2 for swim lane element.
between the two steps.