Moment of Truth Analysis

Mrs. Alvarez introduces the team to Moment of Truth Analysis. She emphasizes that the title in no way implies any aspect of clinic organization is not truthful, but rather, that it is easy to ignore what we see every day. She encourages the team to enjoy being alert to what we take for granted and to organize it to assist the improvement process.

Mrs. Alvarez realizes that this tool is best applied during clinic hours. She briefs all staff on duty as to the purpose of the exercise and asks for their cooperation.

Next, the team creates a True Cases Map on newsprint.

Example of True Cases Map

Contacts of User with Organization	Current Situation	Desired Situation

Now the team fills out the chart, based on each contact the user has with the health center.They ask themselves: What would I like in each situation if I were the client?

Here is what the True Cases Map looks like, filled in by the team:

Contacts of User with Organization	Current Situation	Desired Situation
user comes to health center	peeling paint, long lines	attractive building, short waiting time
user comes to registration desk	unfriendly, busy receptionist	friendly, welcoming receptionist
user waits to see doctor	user waits up to 2 hours to see doctor	user waits for doctor no longer than 30 minutes
user has visit with doctor	doctor seems rushed and impatient	doctor visit is brief but helpful; user feels satisfied
user leaves health center	long line of patients waiting to get in	feels like she had a pleasant visit, doesn't see many people waiting

As a result of the Moment of Truth Analysis and True Cases Map, the staff members can see more clearly from the point of view of the users that there are many aspects of the health center that need improvement. For the time being, however, the staff will continue to focus on long waiting times as the primary problem to be addressed.