Process-Analysis Example
A Routine Doctor’s Visit
In Business Process Model and Notation (BPMN) Including
Stepwise Analysis Using …
▪ Value Assessments
▪ Process-Waste Assessments, and
▪ Improvement Opportunities, Including Conventional and Artificial Intelligence
Ideas
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Guides to Process Model Symbols
Flow Elements
Connecting Objects
Sequence Flow
Events
Activities
◉
Beginning
◉
Intermediate
◉
End
Message Flow
Association
Step ID Number
Task
Gateway
Data Association
Swimlane Objects
Data Elements
Lane
Artifacts
Software
System
Data Object
Pool
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Assumptions
1. A routine doctor’s visit is a process where the patient-doctor relationship has already been established,
where the demand signal could be (a) an annual physical examination, (b) an insurance-underwriting
examination, (c) a sudden medical concern, or (d) a follow-up consultation
2. A medical center employs receptionists, nurses, doctors, and lab technicians, all of whom are aided by
a software system called Epic, which offers a single comprehensive health record that works together
across different settings and specialties
3. Epic has a mobile-app integration full of automation for its patients and its network of pharmacists that
includes payment integration
4. Since a patient is the unit of work being processed in a routine doctor’s visit, in the current-state
process diagram on Slide 4, sequence flow connecting objects are utilized between pools to depict the
patient flowing through the process activities
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PROCESS: A ROUTINE DOCTOR’S VISIT (CURRENT STATE)
NO RX NEEDED
PATIENT
Epic
Mobile App
RECEPTIONIST
◉
1.
Schedule
Appointment
2.
Prepare for
Consultation
3.
Travel to
Medical
Center
Insurance
Card
4.
Check-In
Processing
RX NEEDED
Epic
12.
Travel to
Pharmacist
14.
Travel to
Home
◉
Epic
11.
Check-Out
Processing
Payment
Method
Epic
8.
Deliver
Diagnosis
Epic
NO RX
NEEDED
6.
Conduct
Consultation
NO TESTS
NEEDED
MEDICAL CENTER
DOCTOR
NURSE
Epic
5.
Measure
Vital Metrics
10.
Deliver
Treatment
Plan
Epic
Doctor’s
Plan
PHARMACIST
LAB TECH.
TESTS NEEDED
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Doctor’s
Order
7.
Conduct
Diagnostic
Testing
Epic
RX NEEDED
Epic
Doctor’s
Rx
9.
Fill
Prescription
Epic
Rx
Info.
13.
Receive
Prescription
Slide 4 of 7
Analysis (1 of 2)
Process Step
ID
Number
Activity
1
Schedule Appointment
Value Assessment
[ See Codes Below ]
Waste Assessment
[ See Codes Below ]
VA
–––
Integrate personal calendar app with Epic mobile app to find corresponding availabilities between patient and
doctor’s schedules (decreases process cycle time for patient to check the calendar for availability that corresponds
with the doctor’s availability … increases patient experience)
▪ Epic mobile app offers menus of common symptoms, allergies, and medications for the doctor’s information
(decreases process cycle time of making a physical list … increases patient experience)
▪ Epic mobile app offers an integration with insurance carriers (decreases probability of forgetting insurance card
… increases patient experience)
2
Prepare for Consultation
VA
M
3
Travel to Medical Center
VE
TW
Improvement Opportunity
(Benefit)
Medical center offers teleconferencing and videoconferencing options (eliminates transportation costs and waste
such as and expected waiting events such as traffic-control stops and unexpected waiting events such as traffic
jams and trains at railroad crossings … increases patient experience)
4
Check-In Processing
VE
W
▪ Epic mobile app offers digital forms at time of appointment scheduling (decreases process cycle time for patient
to complete paper forms on clipboards … increases patient experience)
▪ Epic mobile app offers a self-check-in feature (increases patient experience)
▪ Medical center offers a self-check-in system (decreases waiting waste if patients are in receptionist’s queue …
increases patient experience)
5
Measure Vital Metrics
VE
–––
Integrate wearable devices with Epic mobile app (decreases process cycle time for nurse to take measurements …
increases patient experience)
6
Conduct Consultation
VA
–––
Doctor utilizes artificial intelligence diagnostic tools to increase patient outcome quality and healing speed
(increases patient experience)
7
Conduct Diagnostic Testing
VA
W
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Medical center offers partnerships with nearby external diagnostic-lab providers (decreases waiting waste if
patients are in the internal lab technician’s queue … increases patient experience)
Value Assessment Codes: VA = Value Added VE = Value Enabling NVA = No Value Added
Waste Assessment Codes: T = Transportation I = inventory M = Movement W = Waiting Od = Overproduction Oc = Overprocessing D = Defects
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Analysis (2 of 2)
Process Step
Value Assessment
[ See Codes Below ]
Waste Assessment
[ See Codes Below ]
Deliver Diagnosis
VA
–––
None
9
Fill Prescription
VA
–––
Integrate prescription-filling status with Epic mobile app (allows patient to receive the prescription medication when
it is convenient … increases patient experience)
10
Deliver Treatment Plan
VA
W
Doctor utilizes artificial intelligence for all normal-and-customary treatment plans on common diagnoses (decreases
process cycle time for doctor to document a treatment plan … increases patient experience)
11
Check-Out Processing
NVA
W
Receptionist offers pre-payment option during check-in processing (decreases process cycle time to check-out,
especially if there is a receptionist’s queue … increases patient experience)
12
Travel to Pharmacist
VE
T
Medical center offers partnerships with pharmacists whose pharmacy offers delivery (transfers transportation costs
and waste such as expected waiting events such as traffic-control stops and unexpected waiting events such as
traffic jams and trains at railroad crossings … convenience increases patient experience)
13
Receive Prescription
VA
W
None
14
Travel to Home
VE
T
Medical center offers teleconferencing and videoconferencing options (eliminates transportation costs and waste
such as expected waiting events such as traffic-control stops and unexpected waiting events such as traffic jams
and trains at railroad crossings … increases patient experience)
ID
Number
Activity
8
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Improvement Opportunity
(Benefit)
Value Assessment Codes: VA = Value Added VE = Value Enabling NVA = No Value Added
Waste Assessment Codes: T = Transportation I = inventory M = Movement W = Waiting Od = Overproduction Oc = Overprocessing D = Defects
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End of Documentation
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