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Quality and service improvement

Intro to process mapping

You’ve identified a problem in your service. You want to improve the patient experience and staff morale. But how do you diagnose what’s going on? How do you know that you are investing your limited resources (your time) in developing solutions to the real, underlying problem?

Date Thursday, 12 December 2024 13:30 PM - 15:00 PM
Where Details Online Online - MS Teams
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Level Details Suitable for all levels
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This event has already taken place, but you can watch the recording and download resources below.

What you'll learn

This half-day workshop will provide you with an overview of process mapping, one of the key tools you can use to diagnose problems and work with teams to identify solutions. The content will be delivered through presentation, group discussion, exercises, sharing of knowledge and experiences, group learning, and mutual support in a safe environment.

This workshop will provide you with:

  • Knowledge of what a current state pathway is and how to map it.
  • An understanding of what is really going on in your patient’s or customer’s journey.
  • A process for identifying issues and challenges and how to redesign your pathway.
  • A way of engaging your stakeholders in your change and developing ideas for improvement.

Who is this webinar for?

This workshop is aimed at all staff who are interested in improving the service they deliver. 

Lead facilitators

Nicola Chandler

Nicola has over 30 years’ experience working in a variety of senior leadership and operational roles in the NHS. As a Director at NHS Elect, she supports teams to develop change management and quality improvement skills. Nicola has also been part of a multi-disciplinary team delivering national improvement programmes.

Nicola has been using coaching and mentoring skills throughout her professional career and holds the ILM Level 7 Diploma in Executive Coaching and Mentoring. Nicola has worked with a broad range of senior leaders from a variety of professional backgrounds in the NHS. Her empathic style quickly enables her to create a safe space in which clients share their issues. Nicola uses a broad range of coaching interventions to support her clients through professionally challenging situations enabling them to analyse, reflect, plan and achieve their potential and career objectives, using their own resourcefulness.

Nicola has an MBA and is a member of the Association for Coaching.

Mike Davidge

Mike Davidge retired from the UK National Health Service in August 2017 which he originally joined in 1979 from the manufacturing industry. In the early 1980's he was jointly responsible for creating the first national performance indicators in England and between 1986 and 1992 pioneered reduced waiting times in England and Wales. He became the Analysis Director for the NHS Modernisation Agency in 2001 and left the MA in February 2005 to take up a role as Director of Analysis & Modelling within the Leeds health economy. He became Head of Measurement at the NHS Institute for Innovation and Improvement in 2009 until its closure in March 2013 when he obtained a post of Director with NHS Elect. He was also Senior Improvement Advisor for the 1000 Lives team in NHS Wales from 2008-2013 and then Head of Improvement Methodology in its successor, 1000 Lives Improvement until August 2015. He set up his own private company, M and L Partnership Ltd, in September 2012 to pursue invitations for work that were outside the scope of his NHS employment. He currently has clients in England, Wales, Scandinavia and Australasia.