A healthcare organisation had decided to invest in a modern information technology system for the nine elderly care homes in the area. The investment would standardise the interaction with all relevant stakeholders with the patients and deliver efficiencies in the patient experience and reduce the costs of nursing each patient. To leverage their investment in technology, they wanted to gain a better understanding of the current state of processes in all nine homes.
There are many separate professionals interacting daily with patients including GPs, pharmacists, physiotherapists, occupational therapists etc. Each had to be interviewed to understand their activity. A key challenge was developing a common/standard approach that was beneficial to all stakeholders.