SEIPS-based process modeling in primary care

Abigail R. Wooldridge, Pascale Carayon, Ann Schoofs Hundt, Peter L.T. Hoonakker

Research output: Contribution to journalArticlepeer-review


Process mapping, often used as part of the human factors and systems engineering approach to improve care delivery and outcomes, should be expanded to represent the complex, interconnected sociotechnical aspects of health care. Here, we propose a new sociotechnical process modeling method to describe and evaluate processes, using the SEIPS model as the conceptual framework. The method produces a process map and supplementary table, which identify work system barriers and facilitators. In this paper, we present a case study applying this method to three primary care processes. We used purposeful sampling to select staff (care managers, providers, nurses, administrators and patient access representatives) from two clinics to observe and interview. We show the proposed method can be used to understand and analyze healthcare processes systematically and identify specific areas of improvement. Future work is needed to assess usability and usefulness of the SEIPS-based process modeling method and further refine it.

Original languageEnglish (US)
Pages (from-to)240-254
Number of pages15
JournalApplied Ergonomics
StatePublished - Apr 1 2017
Externally publishedYes


  • Primary care
  • Process mapping
  • Sociotechnical systems

ASJC Scopus subject areas

  • Human Factors and Ergonomics
  • Physical Therapy, Sports Therapy and Rehabilitation
  • Safety, Risk, Reliability and Quality
  • Engineering (miscellaneous)


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