Identify the problems or service shortcomings.
Methods and tools
- Root Cause Analysis: 5 whys, cause and effect (Fishbone), force field analysis, affinity diagram
- Process/value stream mapping
- Safety culture
- Understanding data
- Pareto analysis
- Patient & staff experience data
- Trigger tools
- Topic scoping and research
Define the problem, diagnose why the problem exists and what improvement would look like.