Patients experience health care services in many different ways. They access statutory and non-statutory, public and private organisations in pursuit of advice, diagnosis, treatment and support. The patient's journey is a complex and often frustrating one, involving them in deciding where to go, how to get there, coping with delays and doubling back. It is often a journey into the unknown, with uncertainties at every junction. For someone who is not well, this journey can be stressful and unproductive. One of the fundamental starting points to improving health care services is to focus on these journeys that patients experience. By making the current situation explicit to all those involved in supplying health services through mapping what actually happens and then helping them analyse what is going on, you can discover ways to improve the patient's experience. This guide takes you through the activities of mapping, analysing and then improving patient processes. It is a practical guide and if you are interested in some of the theory, then the annotated bibliography will provide you with a reading list. Each topic is dealt with quite briefly and most of the chapters are stand-alone. With the exception of the section on mapping where the sequence of reading is important, every other part of the guide can be accessed and used as stand-alone hints, tips and explanations of what to do.