1 - The problems in this case are:

- Required information is not easily available to new patient.

- Patient must wait for a very long time in between value add tasks.

- Instruments and resources required for value add tasks are not easily / readily available.

- Each department works as a silo. There is no team work and information is not shared between actors in workflow.

- Staff are not using required tools correctly for information gathering and updating.

2 - All sub questions are answered in attached diagram (self drawn using Excel)

3 - System can be improved by:

- Ensuring that the required resources are easily available to the staff as and when required ad hoc.

- Doctor is always available to the patient immediately and doctor reads through all patient information before hand.

- MA and doctor utilise the EMR system diligently.

- A poster / banner should be displayed in reception so that any new patient knows immediately whom to contact and what to do initially.

Future state VSM diagram: