"Process-based working leads to greater professional freedom"
Working in accordance with documented working processes increases the predictability, cohesion and quality of work. The more you perform standard treatments in a process-based manner, the more capacity and creativity you have available for the less predictable situations that call for your specific expertise. It may feel counterintuitive, but the discipline of working with processes leads to greater professional freedom.
Focus on primary process
Another benefit of process-based working is that this offers a clear framework for individual professionals; after all everybody's roles and responsibilities are clearly described in this case. If this is not the case, then describing processes offers a good opportunity to sit back and reflect on current working methods.
"Describing processes offers an opportunity to sit back and reflect on the current working methods"
This is the principle that underlies the support we offer in the area of process improvement. Everybody wants to be a good worker, or so we believe, so the primary process is the main focus of process improvement. Even though the process improvement may be inspired from the perspective of management and control, with our approach those carrying out the primary process are most closely involved in the description, evaluation and improvement of work processes.
TGW process support
We expressly involve the work floor in our support assignments. In concrete terms, this means that we quickly get into discussions with employees based on a number of simple questions which can in principle be answered by anyone:
- What is the aim of the work process?
- When does it begin and when does it end?
- What steps can you identify in the work process?
- What documents, forms, (ICT-)systems or other materials are used during the work process?
- Who (employees, patients, others) is involved in the work process and what is their role?
- What other points for attention would you wish to report in relation to this work process?
The precise way in which our support unfolds depends on the organisation, and where it is up to in terms of process description; in this context, we refer you to the factsheet The Good Worker process levels (in Dutch). ICT comes in for particular attention as part of this, albeit on the basis of its role in providing services. For example, by having a dashboard created which presents the results of work processes in a cohesive and understandable way, and in this way facilitates decision-making. Or by developing and implementing an online cooperative environment; see also Innovation lab.
Quality of work
Process improvement contributes to the goal that is set in the law, of providing good quality care. Under the law on quality, complaints and disputes in healthcare (Wet kwaliteit, klachten en geschillen in de gezondheidszorg - Wkkgz) which came into effect on 1 January 2016, good care is defined as safe, effective, efficient and client-centered. With our support a process improvement project also leads to greater employee satisfaction. The fact that we expressly involve employees in our working method gives rise to a double win: people work in a focused manner on achieving higher quality of care, whilst the employees involved become aware of the objectives, roles and responsibilities within their own work situation.