The Process Profile Diagram

After a healthcare organization defines its key work processes from a patient's perspective, the next step in the improvement process is to select a key work process for evaluation and then create a Process Profile^® diagram on the work process. The Process Profile diagram documents the current state of a work process. As the process improvement team evaluates and analyzes the efficiency and effectiveness of the process in delivering required outputs and meeting its patient/customer expectations, the Process Profile diagram captures significant improvement changes and measures.

The most important function of the Process Profile diagram is to ensure a shared vision on what the process improvement team is supposed to evaluate and improve. As described in Jim's Shaw book, "Customer-Inspired^® Quality - Looking Backward Through the Telescope", and illustrated by the picture of the Process Profile diagram below,

Typical List of Hospital Key Processes From a Patient Perspective

Key Process	Improvement Priority High/Medium/Low
Provide and Manage Inpatient Care
Admit/Place Inpatients (Direct/Prescheduled) Prescheduled)
Admit/Place ED Inpatients
Discharge Patients
Manage Inpatient Care: Medical/Surgical Care
Manage Inpatient Care: Intensive/Critical Care
Manage Inpatient Care: Perinatal/Obstetrical Care
Manage Inpatient Care: Psychiatric Care
Manage Inpatient Care: Rehabilitation/SNF Care
Manage Patient Medical Information
Provide And Manage Standards for Care
Provide Diagnostic Support (e.g., X-ray) lab)
Provide Hotel Services
Provide Inpatient Scheduling
Provide Surgical Support
Provide Therapeutic Support (e.g., drug/RX) respiratory)
Provide and Manage Ambulatory Care
Provide Home Health Care
Provide Same Day Noninvasive Diagnostic Services
Provide Outpatient Rehabilitative/Therapeutic Care
Provide and Manage Clinic Care
Provide Same Day Surgery Procedure Services
Provide and Manage Emergency/Urgent Care
Manage Customer Complaints
Manage Patient Complaints
Manage Physician Complaints
Improve Revenue Cycle Processes
Provide Community Health Services/Education
Provide Information on Service Availability and Cost
Provide Support Processes
Evaluate and Improve Performance
Ensure Compliance with Regulatory Requirements
Manage Payer Contracts and Relations
Manage Risk and Safety
Manage Human Resources
Manage Information Systems
Obtain and Manage Supplies/Facilities/Equipment
Plan the Future

The Process Profile® Diagram

Typical List of Hospital Key Processes From a Patient Perspective

Key Process

Improvement Priority

High/Medium/Low

Provide and Manage Inpatient Care

Provide and Manage Ambulatory Care

Provide and Manage Emergency/Urgent Care

Manage Customer Complaints

Improve Revenue Cycle Processes

Provide Community Health Services/Education

Provide Information on Service Availability and Cost

Provide Support Processes

The Process Profile^® Diagram