title: Use of process mapping in service improvement.
abstract: This article, the last of our three-part series on change management tools, analyses how process mapping can be used to show how processes are currently carried out and identify any changes that may improve the patient experience. The tool takes into account patient opinions so staff are able to see the pathway from patients' perspectives. It offers advice on how to write up the results and how they can be analysed to identify where changes can be made.
authors.affiliation: University Hospitals Birmingham Foundation Trust.
authors.forename: Joanna
authors.initials: J
authors.lastname: Phillips
authors.forename: Lorraine
authors.initials: L
authors.lastname: Simmonds
mesh_terms: D019091:Critical Pathways; D006801:Humans; D011340:Problem Solving; D017064:Process Assessment, Health Care; D011787:Quality of Health Care