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FIX List

The FIX List is where your practice keeps every problem it has found until it's solved — and solved in a way that sticks. A number slips, a patient complains, a step keeps getting missed: it goes on the list, gets an owner, and moves through three stages:

  • Find — why this is on the list, and the evidence.
  • Investigate — what the team worked out about the cause.
  • eXecute — the outcome: tasks done, and Standards written or corrected so it doesn't happen again.

Items come from people, from your Power Meets, and from SOPHIE, who watches your Scoreboard, Patient Journey, Standards and task completion and raises items when something needs attention. The weekly Power Meet is where most items get worked, but anything can be worked any time.

Open it from FIX List in the sidebar, under your space. Each space (location) has its own list.

This page covers the list and adding items. Working and closing an item have their own pages:

note

Inside the FIX List, Standards are mostly called SOPs — "Related SOPs", "Attach SOPs", "Suggested SOP edits". They're the same documents you find under Standards in the sidebar.

Three kinds of item​

  • Issue — a problem to be resolved. Issues get a progress rail (Found → Investigating → Fixed → Proven) and are classified as Needs Investigation, System Gap (the process or Standard is missing or wrong) or Accountability Gap (the process is fine but wasn't followed).
  • Info — news to relay to the team. Info is archived once it's been shared, or promoted to an Issue if it turns out to be a problem.
  • Idea — something to get the team's feedback on. An Idea is Adopted or Declined rather than fixed.

Reading the list​

From top to bottom:

  • Departments — All or one department, each with a count. In All, items are grouped under each department ("OPERATIONS · 4 open"). An item that belongs to several departments shows under each one.
  • Active, Completed and Patterns — Active is items that are open or in progress; Completed is fixed, proven and archived items; Patterns is explained below.
  • Search, and + to add an item.
  • All, Issues, Info, Ideas — filter by kind.
  • Filters — by Status, Classification, Priority (Critical, High, Medium, Low), Owner (Anyone, Mine, Nobody yet), Where it came from, From meetings (suggested Standards that need attention) and Age (older than 7 or 30 days). Clear filters resets them.
  • Sort — Priority (the default; the oldest first within each priority), Newest or Oldest. SOPHIE remembers your choice on this computer.

Each row shows the item's kind and priority, its classification, how old it is, its title, and who has it — a person's name, No owner yet, or Nobody on schedule when the owner role has nobody working today. Rows can also show:

  • Stalled — manager review is waiting, or nothing has happened to it for two weeks.
  • Where it came from (for example Scoreboard or Raised by a person) and its impact.
  • Solvable now — SOPHIE is confident it can be solved without waiting for a meeting.
  • Its next stop: Manager review, A Power Meet, someone's My Day, or a due time.
  • Counts of linked Standards and to-dos, and the number of locations it applies to (closing it in one closes it in all of them).

Click a row to open the item.

Add an item​

  1. Click + on the list (or + New › Fix List in the header).
  2. The Add to Fix list sheet opens. Fill in:
    • Type — Issue (an issue to be resolved), Info (info to relay to the team) or Idea (an idea to get feedback on).
    • Title — at least 3 characters.
    • Space — which location it belongs to.
    • Department.
    • Priority — High by default for an Issue, Medium otherwise.
    • The reason — why it's on the list. You can attach files.
    • Evidence — click Add metric to tie it to a number on the Scoreboard.
    • Queue for Power Hour — Next available meeting, Skip queue — work async, or Pick a specific Power Hour.
  3. Click Add to Fix list.

Let SOPHIE fill it in: switch to the Ask SOPHIE tab, describe the problem in your own words, and click Draft with SOPHIE. She fills in the form; check every field before you save.

You can also ask SOPHIE from Ask SOPHIE in the header — describe an issue, idea or piece of news, and she'll offer to Create the Fix List item. See Ask SOPHIE.

Other ways items arrive​

  • From Power Meets — items created or added during prep or the meeting itself, and findings from a meeting's recording or notes. See After the meeting.
  • From SOPHIE — she raises items from the Scoreboard, the Journey steps that have no Standards, SOP compliance, Task completion, Team performance and items that have stalled (Fix List clock). The item says where it came from.

Patterns​

The Patterns tab shows problems that keep coming back: a broken Standard that comes up three times in 90 days, or a fix that returns. Each pattern says why it's there and when it last happened, and is put on the next Power Meet.

Good to know​

  • Who can add items: the + New › Fix List shortcut in the header shows for people who can write new Standards; the + on the list is there for everyone who can see it.
  • Response times: if your practice turns on Enforce response times for a space, each item gets a deadline to be acknowledged and to have the fix moving, based on its priority. The owner can get an email reminder before it's late, and a late item goes to their manager for review. Changing these needs Change Fix List deadlines permission (Super Admins and Admins). See Spaces.
  • Priority weighs dollar impact across the practice, never one patient's.
  • Deleted items go to Trash and can be restored for 30 days.