How Clear Process Documents Transformed Our Team
Scenario
When I first started at the NHS, I was given on the job training. The team trained me on all the processes and system that I needed to understand and use. There were a lot of processes each containing many steps.
The Challenge
I quickly found that team members would do a process different to their colleagues. This caused confusion when I thought I followed a process but ended up taking a different last steps to everyone else prompting the team to ask me why I did the process in that way.
The Turning Point
I has already started to write down what I had learned, documenting each step of every process. I sent this guide to two other new colleagues who found it extremely helpful. This prompted my manager to ask me to write all the processes.
Workflow
Write all the processes: Created a list of all the processes we used. Categorised all the processes.
Map the process: For each process, write down all the steps of the process. Pretend you are doing the process and write down each action you do.
Streamline: Go through the process and see if you can make the process more efficient. This could be putting the steps in a slightly different order.
Testing: Use the process you have written to action the process. Give the process document to a colleague to see if they can follow the process.
Storing: Store the processes in an easily accessible place and distribute this to the team members who need to use it.
Maintaining: Keep the process documents up to date. Whenever there is a change, amend the process document.
Impact
Improved efficiency: Streamlining the order of certain steps saves time on repetitive tasks.
Greater confidence: Team members feel reassured they are completing tasks “the right way”.
Reduced onboarding time: New starters can get up to speed faster by following step-by-step guides.
Consistency across the team: Everyone now follows the same steps, meaning fewer errors and less confusion when handing over work.