Performance Measurement
Performance Measurement
To be successful, today's health care organizations must measure performance effectively so they can demonstrate accountability and drive lasting improvement. Nevertheless, most organizations are overwhelmed with the volume of data they track. MGH CPE helps you organize your data; identify key measures and relevant comparisons, to similar organizations, competitors, and best-in-class performers; and collect, analyze, and review data so that you can deliver on action plans that meet your goals. We work with you to design and implement a system that harnesses the power of measurement efficiently so you can act on it with intelligence and agility.
Balanced Scorecard
A balanced scorecard supports and demonstrates the achievement of comprehensive performance excellence by reflecting your results across multiple critical dimensions of performance, such as customer, quality, cost, and people. We help clients customize a balanced scorecard specific to health care that tracks progress on their vision and strategy and provides a framework to align plans and measures at lower levels of the organization, establishing a "line of sight" from the top of the organization to individual contributors on the front line. Whether your organization is new to balanced scorecards or not realizing desired results from scorecards and dashboards in place, we work with you to understand what drives your performance, develop a balanced measurement framework and cascade, put in place a process to set targets and action plans to accelerate improvement, and organize your results into a strategic management system so senior leaders can effectively manage organizational performance.
Measurement Assessment
We conduct a comprehensive assessment of your current performance measurement system to determine if your measures from the top of the organization to the front-line workforce are aligned to support your strategy, analyzed appropriately, and used effectively and efficiently for planning, process management, and improvement. Assessment frequently leads to fewer but more effective measures. It is typically a foundation for developing a balanced scorecard. Our approach includes these steps:
- Assess measures senior leaders review. We examine all the measures senior leaders review, as well as how they review results and what analyses support their reviews. The aim is to ensure that senior leaders are fully benefiting from organizational data to support "management by fact."
- Examine measures tracked throughout the organization. We determine what data are being collected; how, how often, and for what purpose; and who owns the data and who reviews and takes action on the data. We also examine how your organization uses leading vs. lagging indicators to foster early recognition of performance gaps and rapid response.
- Evaluate the use of comparative data. We examine the relevance of current performance comparisons, both internal and external, and how the organization uses comparative data to set performance targets, spread effective organizational practices, and drive the pace of improvement.
- Determine what is key, missing, and not necessary.
- Develop and implement a plan to align measures and improve the measurement system. The implementation plan includes team and individual coaching in how to use the redesigned system.
Data Analysis and Reporting Training
Historically, health care workers have received little training in how to understand and use data outside the realm of clinical decision making. Breakdowns in data selection, analysis, communication, and understanding of measurement can occur at any level in the organization. Inaccuracies in any of these functions can result in flawed decision making and wasted efforts toward improvement. MGH CPE provides a series of educational sessions on the basics of metric selection, data collection, statistical analysis, and report generation, designed specifically for PI specialists, nurse managers, and others responsible for monitoring, managing, and reporting on operational performance.
Data Integration
For some organizations, a key challenge in performance measurement is making the most of the data you already collect, not only for clinical departments, but for ancillary services as well. We provide a series of strategic inter- and intra-department sessions to ensure that you are integrating the use of metrics across the organization. For example, is the marketing department using results to the organization's advantage in advertising? Is the human resources department using data fairly in awarding bonuses? Are patient satisfaction results communicated to volunteers who may not be impacted by the performance management system, but who have significant interface with patients? By integrating the organization's messages around outcomes, you can demonstrate—both internally and externally—that your enterprise is driving quality care.