virtual mapping for improvement
TRANSCRIPT
Virtual Mapping for Improvement
October 20, 2021
April Price and Sarah Carriere
Learning Objectives
• Discover planning steps that are key to
preparing for a virtual mapping session.
• Compare and contrast virtual mapping tools.
• Explore stakeholder engagement strategies for
a successful mapping session.
Process Mapping
A tool to help visually display
a flow of work
Benefits
Helps to…
• Understand the system
• Provide clarity of processes
• Identify who is involved
• Recognize opportunities for
improvement
Challenges
Difficult to…
• Reflect all perspectives
• Balance time vs. details
• Resist jumping to solutions
Planning a Session
Helps identify…
• Purpose
• Scope
• Subject matter experts
Planning - Clarify Purpose
• What are you trying to accomplish?
• What will help you achieve it?
• Is the health care team prepared to be open and respectful to hearing patient/client perspectives?
Case Study Overdose Prevention Site
What are you trying to accomplish?
• Plan for implementation of OPS for emergency shelter
oStaff training and support
oPeer involvement
oHow will room be equipped
Case Study Overdose Prevention Site
What are you trying to accomplish?
• Existing and future roles
• Relationship building
• Risk assessment and safety measures
• Information sharing
• Decision making process
• Creating a culture of OPS
Case Study Overdose Prevention Site
What will help you achieve it?
• Ensuring stakeholder involvement
• Create a safe space
• Best practice/shared learnings/process documents
Case Study Overdose Prevention Site
Is the health care team prepared to be open and respectful to hearing patient/client perspectives?
• Peer perspective vs Organizational/non-profit perspective
Planning - Mapping Scope
• What is the scope?
• How will you avoid scope creep?
• Is this a high-level map or a more detailed map?
• What type of map will you use e.g. swimlanemap?
Persona
• Justin Rintin
• Service date: June 22 2020
• Age: 32
• Male
• 6’2
Case Study Overdose Prevention Site
What is the scope?
• Starting point – Justin comes into shelter at 6pm (standard registration time)
• Ending point – Justin leaves the shelter
• Someone using substances and accesses the overdose prevention site and resources
Case Study Overdose Prevention Site
How will you avoid scope creep?
• Stakeholders input
• Validation of community experience
• Communication
Case Study Overdose Prevention Site
Is this a high-level map or a more detailed map?
• Detailed map
What type of map will you use
• Swimlane
Planning - Identify Partners
• Who are the key partners that will need to be involved in mapping?
• Who “touches” the process? An entire department? One unit? Several departments?
Case Study Overdose Prevention Site
Who are the key partners that will need to be involved in mapping?
• Emergency shelter/Non-profit org
• Health Authority (eOPS)
• BC Housing
• Community Addiction Services
• Local Indigenous organization
• Local non-profit outreach & support org
Planning - Consider Logistics
• What are key considerations for planning the day?
• What virtual mapping tool will you use e.g. Excel, Miro, Mural, Visio?
• What virtual platform will you use to host the session e.g. Zoom, Microsoft Teams?
Planning - Consider Logistics
• Do you have a mapping template created?
• How much time do you need?
• Who will facilitate?
• What timelines are you working with in terms of mapping timing urgency?
Case Study Overdose Prevention Site
What are key considerations for planning the day?
• Timeframe: February 2021
• 1.5 hr sessions with each stakeholder group
• External facilitator
• Excel template and legend
• Zoom training
• Decision points and key resources
Planning - Communication
• What information do participants need ahead of time?
• Do participants have training with the platform and tools being used?
• How will you manage expectations?
Planning - Communication
• How will you track and communicate the progress?
• How will you close the loop in the short and long-term?
Case Study Overdose Prevention Site
What information do participants need ahead of time? Manage expectations? Track progress?
• Email invite with pertinent information
• User guide for Zoom
• Q&A ahead of time
• Send updates of maps
• Validation process
• Sustainability plan
Planning - Translate to Action
• Do you have formal leadership commitment to action what you learn?
• What will you do with information that reveals opportunities for improvement outside your areas of influence and control?
• How will you ensure that what is learned through mapping translates into action?
Case Study Overdose Prevention Site
Do you have formal leadership commitment to action what you learn?
• Yes
Case Study Overdose Prevention Site
What will you do with information that reveals opportunities for improvement outside your areas of influence and control?
• Work with Health Authority and Housing
Case Study Overdose Prevention Site
How will you ensure that what is learned through mapping translates into action?
• Regular stakeholder meetings and sustainability plan
Mapping Tools
Symbols
Process StepProcess
Start / Stop
Decision
Input / OutputDocument
Direction
Excel
Microsoft Visio
Miro
Mural
Mapping Tools
• Know the tool
• Training and support for users
Stakeholder Engagement
• Facilitator and peer support
• Introductions/Welcome
• Orientation/Mapping session overview
• Questions
• Breaks
• Technical support
• Document, save and communicate!
•
•
•
•
•
•
•
* Taught with appreciation and approval from Maggie Anderson, Grace Club and Decolonize First workshop (2020).
Steps
Define the process
Pick a technique
Bring people together
Record current state – as it actually is!
Identify challenges
Prioritize opportunities
Test the improvements
Facilitator Tips
Arrange steps in sequence
Identify players as they appear
Rearrange steps as details are added
Facilitator Tips
Ask open ended questions
Embrace diverse perspectives
Identify areas of ambiguity
You Map To Learn
You Don’t Learn To Map