Virtual Mapping for Improvement

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


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


What will help you achieve it?

• Ensuring stakeholder involvement

• Create a safe space

• Best practice/shared learnings/process documents


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


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


How will you avoid scope creep?

• Stakeholders input

• Validation of community experience

• Communication


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?


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?


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?


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?


Do you have formal leadership commitment to action what you learn?

• Yes


What will you do with information that reveals opportunities for improvement outside your areas of influence and control?

• Work with Health Authority and Housing


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!

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* 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

Virtual Mapping for Improvement

Documents