ABSTRACT
Over and again, making it visual makes it work. Visual management systems (O’Brien et al. 2014) have been part of almost all the Process Redesign programs I have been involved with that have made a real difference. Chapter 17 described some of the theory behind visual management systems, and Chapter 21 provides a number of examples of the development of visual management systems. This chapter expands on that, describing the development of a very successful Visual Management tool, the Patient Journey Boards, and how the existence of a visual language opened the door to a whole new way of looking at, and responding to, a major problem in patient care.
