Why do workflows (not documentation) drive performance outcomes?

Because performance failures are usually caused by how work happens, not how it’s recorded.

As stated in the session Integrated Care Management & Care Coordination Excellence: In-Person Symposium:

“Performance problems are almost never documentation issues—they are workflow design problems.”

If workflows don’t:

• Define timing
• Assign ownership
• Include escalation

Then outcomes will be inconsistent regardless of documentation quality.