Wednesday, May 13, 2009
Just Call Me Ms. Fix-It! (But What If It IS Broken, Part 2)
The above is a Process Flow Diagram (aka SwimLanes) for the check-in process at the clinic. (See this post for a description of the challenges we face.) I built this in Excel because the money we'd spend for a tool like Visio will buy 8 bottles of insulin. And it's okay, because Excel actually worked pretty well.
Each band on the diagram represents a role -- patient, front-desk worker, charge nurse, doctor, etc. -- in the process. We've been using it for a couple of weeks now and things have gotten a lot smoother. On Thursday night (which is always the worst, for some reason) we had completed check-in and triage by quarter after six. I'm pretty sure that's a record.
Not sure why I'm sharing this with you, other than I LOVE doing this -- taking something that's broken and crappy and making a thing of beauty from it. A lot of people like new stuff -- new houses, new furniture -- but I'm a sucker for reclaimable junk.
The need to fix things: just one more form of co-dependency.