After executives convene the planning team, it’s time for this group to begin the
holistic redesign process. Leaders should expect to take the frontline staff on this
team offline for the equivalent of one full work week. Some organizations choose
to spread this work out across several months, while others opt to complete it all
at once in a one-week sprint.
Ask care team members themselves to re-evaluate task list
Start by asking the frontline staff on this team to list out all the tasks they perform
on a day-to-day basis. Then, after collecting this inventory, go task-by-task,
reallocating each one to the care team member who should perform it based on
skillset, licensure, business goals, or other criteria.
It’s important that the team use agreed upon filters when making these tradeoffs
so that this process doesn’t devolve into team members shifting less engaging
tasks onto others. First, take into account practical considerations like who has
the skills, training, and licensure for each task. Then, layer on additional
considerations like who would find the work engaging.
We’ve seen teams complete this exercise using spreadsheets, sticky notes, and
start-stop-continue frameworks. Regardless of the approach, the key is
completing this work for the entire care team at once—and involving frontline
staff throughout the process.
Save time (and money) with our tool
Redesigning the care team in this way can be a time-consuming process, so we
created a tool to save you time and money as you reassign tasks across the team. The Primary Care Team Task Allocation Guide covers 8 roles and
over 60 tasks with Advisory Board’s recommendations for who should
perform each one. Use this Excel-based tool to identify opportunities
to reallocate tasks and get more value from your care teams. Download the tool.
Don’t disband planning team after task reallocation
However, the planning team’s work isn’t done after the initial redesign process.
This group should also be tasked with developing a strategy for rolling out these
changes—and sustaining them on an ongoing basis.
Many organizations tap administrators with figuring out the details involved in the
rollout process, but it’s important that the planning team stay involved to provide
the frontline perspective and act as change champions. The planning team also
plays an important role in maintaining buy-in, sustaining momentum, and surfacing
candid feedback from the frontlines. To help manage change during the care team
redesign process, download our new toolkit.