From “I Will” to I do.

Teach the commitment. Observe the behavior. Sustain the practice.

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COMMITMENT 06

I Will work to remove barriers that delay necessary care.

Learning objective: Map a delay and test a change without bypassing clinical safeguards.

1. Understand the commitment

Delays often cross department boundaries. Map the steps from the patient’s need to the next completed action, distinguish clinical requirements from avoidable rework, and identify where responsibility becomes unclear. Partner with the relevant clinical and administrative teams on a small change. Review timeliness alongside safety, appropriateness, staff workload, and fair access. A faster process is only better when these balancing conditions remain acceptable.

Observable behaviors

Map the actual steps and handoffs causing a recurring delay.
Assign an owner and test a feasible process change.
Review timeliness and a relevant balancing measure.

Describe a recent moment when this commitment was difficult. What could an observer have seen or heard you do?

2. Practice and reflect

Incomplete referrals repeatedly delay scheduling. Which improvement should the leader test?

Choose the strongest leadership response Agree on required referral information with referrers and schedulers, test a clearer handoff, and monitor rework. Schedule every referral immediately even when essential information is missing. Tell patients to call each department until the referral is complete.

Read the facilitator’s explanation

A shared handoff can reduce rework while retaining essential clinical requirements. Test it locally and watch for new delays or workload elsewhere.

Reflect: Where did a patient’s journey stall, and what evidence would show that your change helped?

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3. Observe and coach

Choose the behavioral level supported by your evidence. Unobserved commitments remain unscored.

Coach assessment1BeginningIdentifies a delay with assistance.2DevelopingMaps a delay but needs help assigning ownership or testing a change.3ConsistentTests a targeted change and examines timeliness plus a balancing measure.4SustainingSustains a verified improvement and resolves recurring cross-team barriers.

Evidence to look for

A simple process map, baseline sample, change tested, follow-up sample, and balancing measure.

Suggested process measure

Median days from complete referral to scheduling; pair with incomplete referrals and cancellations.

Evidence-informed teaching. Sources: [1] [3]

Kelly Emrick, DHSc, PhD, MBA