Analyse the work process

What does the work process consist of?

A work process presents which activities take place, who is involved, and how the intervention fits within it. You map both the current situation and the desired situation, also referred to as an IST - SOLL  or GAP analysis. This is a method in which the current situation (IST) is compared with the desired future situation (SOLL) in order to identify the difference (GAP):

• The current situation (IST) is described as it is now. It is not often the case that no action has yet been taken to address the care problem. For example, it may already be the case that a digital or hybrid intervention is being used. We refer to the current situation, which may already be digital or hybrid, as the reference alternative.
• The desired situation (SOLL) shows what the work process will look like with the new intervention.

By placing both situations side by side, it becomes clear which changes must occur. In addition, it becomes clear what impact this may have on the care and support process. And, also how it will affect stakeholders, and where bottlenecks or opportunities may arise.

How do you map a work process?

There are many ways to map a work process, ranging from a broad overview of only the main activities to a detailed analysis of each step. It is important to choose an approach that fits the purpose. You can present the work process in many different ways, for example in the form of a care pathway or a process diagram.

You should develop and analyse the work process together with the people who work in this process on a daily basis - such as healthcare professionals, clinicians, policy officers, or clients. In this way, a realistic and shared picture of how the intervention fits into practice will emerge.

The practical examples in the download section of the Value Palette Framework show seven different variants (in Dutch).