Process Map

by | Project Elements

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Patient Safety and Quality Improvement Lexicon

Process mapping is a technique used to fully understand  and visually communicate processes clearly and concisely. It involves creating a graphical “map” or diagram that clearly outlines the steps involved in any process. It displays the specific steps necessary for any process to achieve its goal(s). By mapping out a process, the team can understand the entire workflow necessary to accomplish a task, highlight any inaccuracies or inefficiencies, and identify improvement opportunities.

A process map’s components include inputs, outputs, and process steps. Process maps use a common language of symbols.  Often, only a few symbols are necessary to describe the process (Figure 1). There is no standard for the color of each shape. To make it easier for viewers to understand the map, best practices include filling all instances of each shape with the same color.  This does not necessarily apply to the ovals as green can be used at start points and red at endpoints.

Steps in process mapping include:

  1. Identify the problem.
  2. Gather a team that represents all job types involved in the workflow. Consider including patient representatives.
  3. Together, with the team:
    1. List the activities involved (consider using a white board and/or Post-its®).
    2. Arrange the tasks in the appropriate sequence of events.
    3. Draft the process map/flowchart using the correct symbols.
    4. Identify potential improvement opportunities.
  4. Finalize the process map and share it with key stakeholders.
  5. Incorporate feedback to refine the process and create the “future state” map.

Outcomes that can be mapped include:

  • Care Flow: Displays the sequence of steps in delivering patient care, ensuring smooth coordination and identification of bottlenecks.
  • Value Flow: Shows the steps that add value to a product or service, from the customer’s (intended beneficiary of the process) perspective, helping identify waste and opportunities for improvement in processes.
  • Customer Journey: Maps the path a customer (in medicine, often the patient) takes from initial contact to the final service/product delivery, identifying touchpoints and opportunities for improving customer experience.
  • Information Flow: Tracks how data or information moves through a process, highlighting potential inefficiencies or data gaps.

Figure 1: Basic Process Map Symbols

Example:  High level process map for patient flow in the emergency department.

Additional Resources:

  1. Heart healthy ohio initiative. “Process mapping overview and instructions.” Agency for Healthcare Research and Quality. August 2023. https://www.ahrq.gov/evidencenow/tools/process-mapping.html. Accessed 12.12.25.
  2. Chui S. “How to create a simple process map- health care quality improvement.” QualityStream North QI. March 25, 2025. https://www.youtube.com/watch?v=b5D7PqPPcJ0. Accessed 12.12.25.
  3. Newsum, J. “Process maps.” Stratechi. 2025. https://www.stratechi.com/process-maps/. Accessed 12.11.25.