So that is how it works? How observing a clinical process improved the management perspectives of non-clinical staff.

In 2018, the Brant Community Healthcare System completed an 8-day study on patient flow with non-clinical staff observing multiple patient journeys from the point of emergency presentation to inpatient admission to discharge. Following the project, a mixed-methods research study was conducted to understand the experience of non-clinical staff observers. This article will share what non-clinical staff learned from observing the patient journey, how it changed their understanding of clinical workflow, and how it would impact their future approach as non-clinical professionals. Results also led to a discussion on the management implications of utilizing non-clinical observers to audit clinical processes, how to improve non-clinical professional development, how to improve recruitment of non-clinical staff, and how to reduce barriers to collaboration between clinical and non-clinical professionals.