Workflow Design: A Focus on the Experience of the Recipient of Services

Abstract: Questions to consider in designing workflow related to the engagement, enrollment, retention, service planning, and service delivery processes.

Workflow Design: A Focus on the Experience of the Recipient of Services

In an integrated system of care, understanding the initial and ongoing experience of the client as s/he moves throughout the organization’s policies, procedures, and activities is key to designing workflow systems that engage and respond to the felt needs of recipients. The best way to understand the effect of a particular policy and procedure on a client is to go through the process yourself. Some organizations have done just that and found the process invaluable. An organization’s workflow that aligns with the aims of the PBHCI initiative involves closely examining the following questions related to key processes and procedures.

Tags: Operations & Administration