Introduction: Process Mapping (PM), provides insight into systems and processes in which improvement interventions are introduced and is seen as useful in healthcare Quality Improvement (QI) projects. There is little empirical evidence on the use of PM in healthcare practice. This study advances understanding of the benefits and success factors of PM within QI projects.
Methods: Eight QI projects were purposively selected from different healthcare settings within the UK’s National Health Service. Data was gathered from multiple data-sources, including interviews exploring participants’ experience of using PM in their projects and perceptions of benefits and challenges related to its use. These were analysed using inductive analysis.
Results: Eight key benefits related to PM use were reported by participants (gathering a shared understanding of the reality; identifying improvement opportunities; engaging stakeholders in the project; defining project's objectives; monitoring project progress; learning; increased empathy; simplicity of the method) and five factors related to successful PM exercises (simple and appropriate visual representation, information gathered from multiple stakeholders, facilitator’s experience and soft skills, basic training, iterative use of PM throughout the project).
Conclusions: Findings highlight benefits and versatility of PM and provide practical suggestions to improve its use in practice.