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Quality and service improvement

A practical approach to process mapping

Process mapping is a practical Quality Improvement tool that helps teams understand how work really happens. By visually mapping a process, you can identify delays, duplication, handovers, and other areas for improvement that may affect patient care, staff experience, and service efficiency.

In this course, you'll learn how to create and analyse process maps, involve the right people in the process, and use your findings to support meaningful and sustainable improvements across your organisation.

Duration Details 2 Hours
Course Icon 6 Modules
Event Icon Beginner
User Details All staff
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What you'll learn

  • Explain what process mapping is and why it is a valuable Quality Improvement tool.
  • Prepare for a successful process mapping session by defining a problem and involving the right people.
  • Create a process map that accurately reflects how a process works in practice.
  • Analyse a process map to identify delays, duplication, waste, handover issues, and opportunities for improvement.
  • Develop action plans and next steps to support meaningful and sustainable change.

Who is this course for

This course is suitable for all health and care staff who are new to process mapping and want to develop their Quality Improvement skills.

Whether you're involved in clinical care, administration, service improvement, project delivery, or operational management, this course will help you understand and improve the processes that affect your work.

Facilitators

Cath Turner
Associate Director

Cath joined NHS Elect in October 2022. With over 20 years of experience in the NHS across primary care, acute hospitals, mental health, and integrated care systems, she specialises in enhancing the skills and confidence of NHS staff. She is an Improvement Advisor (Institute for Health Improvement) and an Organisational Development Practitioner (Roffey Park Institute) with accreditations in mentoring, MBTI Step 1, and 360-degree feedback facilitation.

Cath’s facilitation expertise includes training in Practical Facilitation Skills (Roffey Park) and Liberating Structures (Q Community, Health Foundation), as well as experience in Acceptance and Commitment Therapy (ACT) for workplace applications.

Recent highlights include:

  • Serving as an Improvement Advisor at East London NHS Foundation Trust (ELFT) during COVID-19, advancing Quality Improvement practices and coaching through virtual workshops for over 250 staff and service users.
  • Working as an Organisational Development Manager at Frimley Health NHS Foundation Trust, focusing on values, staff engagement, and team-based initiatives, and speaking at NHS Do OD conferences.

Cath’s areas of expertise include:

  • Quality Improvement: Capacity building, strategy development, and service user engagement
  • Facilitation and Workshop Design
  • Personal Development: Mentoring through London and South East Leadership Academies

Learning materials

  • Videos and presentations
  • Interactive activities to test your knowledge
  • Process mapping templates and practical exercises
  • Links to additional resources
  • A certificate of completion

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