Why clinical SOPs fail, and the one change that fixes it
A procedure earns its keep at the moment of work, not in the folder where it is stored.
Start here
The shortest way into this site.
Most people land here from a search result or a profile, carrying one problem. This page is built to hand you the right piece in about a minute, then get out of the way.
01 / What this is
This site is method writing. How I think about clinical quality, franchise standards, process design, training, brand protection and automation, set down from operating experience so another senior operator can test it against their own network and disagree in specifics.
It is not a CV, and it does not represent an organisation. No employer is named, no client, no clinic, no colleague, no patient, and no number lifted out of an internal system. My employment history lives on LinkedIn, where it belongs. The reasoning lives here.
So there are no case studies with logos on them. What you get instead is the method underneath the case study, which is the only part that travels to your situation anyway.
More on how I work02 / If you have five minutes
Three pieces that show the method.
One on standards, one on the gaps between people, one on how I read a whole business before touching any part of it.
Lead to surgery: the seven handoffs where clinics lose patients
Patients rarely leave because of price. They leave in the gaps between people. Seven handoffs, what fails at each, and the fix that costs nothing.
How I map an organisation in one notebook page
Before a plan, a map. A method for laying out every domain a business runs on, finding the gaps, and deciding which three to touch first.
03 / If you are here about a specific problem
01Your standards exist and nobody follows themProcess & SOP design ↗02Quality holds at one site and wanders at the nextClinical quality systems ↗03Enquiries arrive and never become appointmentsContact centre and patient journey ↗04A vendor is selling you automation and you cannot judge itOperations automation ↗05Your name is being used by people who never joined the networkBrand protection and compliance ↗
04 / How I write
Written from the work, inside a boundary that does not move.
Every piece starts from something I have had to run, not from a literature summary. First person, plain words, no borrowed consultancy house style. Where I am unsure, I say so in the piece rather than rounding it up into confidence. Three rules hold everywhere on the site:
- 01No employer, client or brand is named.
- 02No number taken from an internal system.
- 03No identifiable colleague, doctor, clinic, partner or patient.
The most specific this site ever gets is a reference to networks I have worked in. That is deliberate, and it is what makes the rest of it publishable.
Read the editorial boundary