This interactive two-hour webinar, the first of three on this topic, will address this vital question: Why do queues form? So, if you have an interest in making your workflow better, that is, minimising delays for your patients while at the same time not costing the earth, this is for you. It will use three simple simulations to explore why some common things we do to reduce delays actually make them worse. It comes with a warning - be prepared to have your pre-conceptions challenged.