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Working a FIX List item

Open any item on the FIX List to work it. The item page has the item's story down the middle — Find, Investigate and eXecute — and its details down the right-hand side. This page walks through each part.

The top of the item​

  • The toolbar: Back to list, Follow / Unfollow, Copy link, Edit (change the title, reason and other details, then Save changes), Move to Trash, and Previous / Next to step through the list.
  • The header: the kind of item, its priority, its status, and who raised it and when.
  • SOPHIE's summary: for an Issue, the progress rail (Found → Investigating → Fixed → Proven), its classification (with Reclassify if it's wrong), and what will close it — for example "Fixed when the SOP publishes." SOPHIE may also suggest a priority (Use it), a Standard to attach (Attach), or name the Standard that broke (Confirm). If an item can be solved straight away, she says This can be solved right now — no meeting needed, with a button to put it on the owner's My Day. An Info item offers Promote to an Issue.

Notices appear above the item when something needs attention — a possible duplicate (Merge into … or Not a duplicate), a fix that came back, a patient-safety flag, a coaching conversation to log, or a manager review that's due.

Owner​

Every item is owned by a role, not a single person, so it stays owned when someone is away or leaves. The Owner field shows the role and the person it's with right now — whoever took it on, was named, or holds the role today. If nobody in that role is working today, it says Nobody on schedule.

  • Take it on — puts the item on your own My Day.
  • Assign to a role / Assign to another role — pick the role that should own it.
  • Nudge — remind the person who has it.

When response times are on, the owner sees Acknowledge by and Fix in motion by times.

Find — why this is on the list​

  • The reason — what happened and why it matters.
  • Evidence — three to six tiles of numbers or facts that show the problem. Click Add evidence (or Edit) to write them, or Extract from notes to have SOPHIE pull them from the discussion.
  • Related SOPs — the Standards this item touches. Click Attach SOPs, search, tick every one that applies and click Save. Linking a Standard keeps its comment thread connected to the item.

Investigate — what the team worked out​

A discussion thread for the team: what you found, what you tried, what the cause is. Comment as you would on a Standard, and @mention people to bring them in. Notes captured in a Power Meet land here too.

eXecute — the outcome​

This is where the fix is made. It has two lists — Tasks and SOPs — and two buttons that matter most: Fix with SOPHIE and Fix it.

Fix with SOPHIE​

Click Fix with SOPHIE and SOPHIE reads what you've captured in Find and Investigate, then proposes:

  • To-dos — tasks for particular people,
  • New SOPs SOPHIE will draft — Standards you don't have yet,
  • Suggested SOP edits — changes to Standards you already have,
  • and anything Already done — nothing to do.

Everything is ticked to start with. Untick what you don't want and click Apply selected. If there's nothing to do, she says so.

New Standards are drafted in the background — this usually takes a minute or two — and the Standard's owner is told when each draft is ready. Each new Standard shows on the item as Drafting, then its status. From its row you can Refine in Create with SOPHIE, Try drafting again if it failed, or Dismiss it.

Tasks​

Tasks are the concrete things someone has to do. Click Add task to add one yourself — it lands on the assignee's My Day. Each task shows its status (Todo, In progress, Scheduled or Done). Use Edit task or Delete task on its row; deleting removes it from every assignee's My Day too.

Standards​

The SOPs list holds every Standard attached to the fix — new ones SOPHIE is drafting and existing ones that need changing. Open SOP opens it; Unattach SOP removes it from the item.

Changing an existing Standard​

When the fix means changing a Standard you already have, it appears in the SOPs list as itself — its name, current version and status, marked Edit suggested by SOPHIE — with each requested change listed underneath.

  1. Click Draft edit. The row reads Drafting edit while SOPHIE works, then Ready to review. On a long Standard this can take a few minutes; you don't have to wait on the page — you'll get an Inbox note when it's ready.
  2. Click Review edit. The Standard's edit panel slides out, titled Review SOPHIE's edit, with her draft in place and, at the top, what was Asked for and What she changed.
  3. Adjust anything you like, then click Save. You never leave the FIX List. The row then shows Saved as v{N}.

Saving works exactly as if you had edited the Standard yourself:

  • If you own the Standard (you hold one of its owner roles), or you're the practice owner or practice manager, your change is published straight away.
  • If not, the Standard goes back to Draft and its owner is asked to review and publish it.
  • A Standard that was already a draft or under review keeps its status.

Good to know about edits:

  • When the draft is ready, SOPHIE tells both you and the Standard's owners in the Inbox. The note opens the FIX List item with the edit ready to review.
  • If the Standard changed after SOPHIE drafted the edit, the panel says so and won't let you save her draft over that change. Click Draft edit again.
  • If you ask for another change to the same Standard before it's saved, it joins the same edit. Click Draft edit once more and SOPHIE redrafts with everything included. Asking for a change that's already there doesn't add it twice.
  • If a draft fails or stops partway, the row says so; click Try again.

The details panel​

Down the right-hand side:

  • Status, Priority and Type.
  • Owner (see above).
  • Patient safety — click Flag a patient-safety risk, describe the risk and click Flag. Leadership is told straight away.
  • Created by and Created.
  • Department and Space — an item can apply to several locations; it has to belong to at least one.
  • Journey stage — the Patient Journey step it relates to.
  • Power Hour — click Schedule… to queue it for a particular meeting, or Clear schedule.
  • Meetings it has been discussed in, and Followers.
  • Inbox — tick Show its activity in my Inbox to follow its activity there.

Good to know​

  • Who can assign work: anyone can take an item on, make the first assignment, nudge, flag a safety risk or follow. Putting work on someone else's list — reassigning, or naming another person — takes a department lead or above. Department leads, the practice manager and the practice owner can also reclassify items and ask for exceptions.
  • Removing a safety flag takes the practice manager or owner (and only the owner can remove one SOPHIE set).
  • Nothing changes in a Standard until someone saves it. SOPHIE's drafts are proposals until you review and save them.