Continuous Quality Improvement Initiative
WALK THROUGHS
A Walk Through enables the team to experience a selected process by actively participating in it. It can be used to substantiate or validate survey findings or to help identify bottlenecks or roadblocks in the current processes. The activity provides the team with direct knowledge of what it is like to be a patient in the organization.
How to Conduct a Walk Through
When conducting a Walk Through a team member assumes the role of a patient with the condition of interest. Have one to two other team members portray family members.
1. Select one clinical procedure, then following that procedure from start to finish (e.g., from making the appointment to awaiting the call from the physician with the procedure report).
2. Let staff know you and the team will be conducting a Walk Through. Do this in advance at least a day before. Ask them not to provide the ‘patient’ with any special treatment. While it may seem counterproductive to warn staff, it is actually more harmful to morale not to include them in the process. Otherwise, staff may feel as if they are under surveillance, which might lead to looking over one’s shoulders and a decrease in communication.
3. Then, experience the process exactly as the patient and family would. • Call for the appointment.
• Drive to the appointment
• Park in general parking
• Follow all directional signs - act as if you have never been to the facility before. Are you able to follow the signs?
• When you arrive at the radiology department, let the clerk know you are simulating a patient experience and that you want to do, see and hear everything a patient does.
• Fill out the paper forms
• Sit in the waiting area – note for how long.
• Do the same in the changing area--change into a patient gown and then look for the next waiting area.
• Wait for the telephone to ring or e-mail message to arrive.
4. Keep a log of your experiences and feelings during the process. At each step, ask the staff to share their ideas for changes. What would make the experience better for the patient and staff? Write down everyone’s ideas.
5. When the Walk Through is completed, the ‘family’ should sit down and compare notes taken during the course of the experience. Share these ideas with the rest of the team.
