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Performance indicators. Defining and evolving the "right" measures of restructuring success.

W J Leander

    Review (Patient Focused Care Association)
    |February 2, 1994
    PubMed
    Summary
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    Selecting the right performance indicators is crucial for Patient Focused Care programs. These indicators should focus on quality, service, environment, and economic performance, evolving with the program through its different stages for sustained success.

    Area of Science:

    • Healthcare Management
    • Organizational Development
    • Performance Measurement

    Background:

    • Patient Focused Care (PFC) programs aim to improve healthcare delivery by centering on patient needs.
    • Effective monitoring is essential for the success and continuous improvement of these complex initiatives.
    • Traditional performance metrics may not adequately capture the multifaceted nature of PFC programs.

    Purpose of the Study:

    • To define the essential performance indicators for monitoring Patient Focused Care programs.
    • To emphasize the importance of selecting "vital few" indicators over numerous, less impactful ones.
    • To guide the evolution of performance indicators alongside the program's developmental stages.

    Main Methods:

    • Conceptual framework development for performance indicator selection.

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  • Analysis of indicator relevance across different program maturity eras (Vision, Plan, Reality, Journey).
  • Emphasis on defining indicators from the customer's (patient's) perspective.

    • Main Results:

    • Key performance indicators should encompass quality, service, environment, and economic aspects.
    • Indicators must be customer-centric rather than organization-centric.
    • Performance indicators need to adapt and evolve as the PFC program matures.

    Conclusions:

    • Appropriate performance indicators are vital for measuring PFC program success.
    • Evolving indicators proactively prevents them from hindering program progress.
    • Well-defined and evolving indicators actively contribute to achieving greater program success.