Who to involve in workflow planning
The most effective workflow discussions include representatives from every department. Every role sees the practice from a different perspective, and those perspectives help build workflows that work well for the entire team.
Consider involving:
Practice Manager
Hospital Administrator
Medical Director
Veterinarians
Veterinary Technicians
Veterinary Assistants
Client Service Representatives
Inventory Manager
Department Leads
The workflow planning process
Follow these five steps to build workflows your team can rely on.
Document your current process. Before discussing changes, understand how your team works today. Ask: What happens first? Who performs each step? Where does information get documented? How is the next person notified?
Identify opportunities. Review each workflow for duplicate steps, unnecessary handoffs, and information documented more than once. Implementation is the perfect opportunity to improve workflows—not just recreate them.
Agree on a standard. Choose one process that everyone will follow. Document responsibilities, expectations, documentation standards, and communication methods.
Train your team. Training should cover why the workflow exists, individual responsibilities, team handoffs, common scenarios, and time for questions and feedback.
Revisit and improve. No workflow is permanent. After go-live, your team will identify opportunities to refine processes based on real-world experience.
What makes a good workflow?
As you review your processes, ask these questions:
Is ownership clear? Does everyone know who is responsible for each step? If a task doesn't have a clear owner, it's much more likely to be delayed or overlooked.
Is it consistent? Would every staff member complete the task the same way? Consistency reduces confusion and makes it easier to train new employees.
Does it support patient care? Every workflow should help your team deliver safe, efficient, high-quality patient care.
Is communication built in? Clear handoffs between front desk, technicians, doctors, pharmacy, and clients are just as important as the work itself.
Can it be repeated? The best workflows don't rely on one experienced employee remembering what to do. They become repeatable processes every team member can follow confidently.
Common workflow challenges
These are the most common challenges practices encounter during onboarding—most can be prevented through thoughtful planning before go-live:
Different staff members following different processes
Unclear task ownership
Inconsistent medical record documentation
Communication gaps between departments
Duplicate documentation
Making workflow decisions during busy clinic hours instead of in advance
Workflow planning checklist
Before moving into individual workflow discussions, confirm your team has completed the following:
Identified representatives from each department
Scheduled workflow planning meetings
Documented current processes
Agreed on standardized workflows
Identified areas for improvement
Planned staff training
Scheduled post-go-live workflow reviews
Frequently asked questions
What if our workflows change after go-live?
That's expected. Revisit workflows regularly and adjust them based on real-world experience. Instinct's support team can help you adapt as your processes evolve.
What if different departments can't agree on a standard process?
Bring decision-makers from each department into the same conversation. Having a Practice Manager or Medical Director facilitate often helps teams align on a shared standard.
Still need help?
Contact support via live chat or email [email protected].