Use Five Whys Without Blaming the Patient
Run a Five Whys analysis on a telehealth failed-start problem without stopping at patient behavior.
Forty-one patients did not complete telehealth e-check-in last week. Five Whys: keep asking why until the team reaches a changeable process cause. The common trap is stopping at "patients ignore instructions," which names a person behavior but not a system cause. Why 1 Why did the visit fail to start? The patient had not completed e-check-in. This is the visible event, not the root cause. Why 2 Why was e-check-in incomplete? The secure link was expired when many patients opened it. Now the cause is moving from behavior to workflow evidence. Why 3 Why was the link expired? It was…
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