Work flow analysis: eliminating non-value-added work.

Objective: To evaluate the impact of implemented work environment changes on nursing and support staff roles. Background: In 1999, the authors identified key drivers of unnecessary work associated with the day-to-day delivery of patient care in their institution and implemented changes based on their results. Methods: Both quantitative and qualitative methods were used. Work sampling and focus groups were used to evaluate work flow Activity categories were identified and clearly defined by advanced practice nurses. All compiled data were subsequently synthesized and cross-checked with the information acquired through independent, multidisciplinary validation studies. Results: There were significant changes (P<.0001) noted in overall distribution of observed activities for nurses and all support staff. Conclusions: The significant changes noted in overall distribution of observed activities reflect the important adjustments made in both job descriptions and the environment to eliminate key drivers of unnecessary work in the delivery of patient care.