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The Integrated Performance Management System: A Key to Service Trajectory Integration.

Line Moisan1, Pierre-Luc Fournier2, Denis Lagacé3

  • 1Interdisciplinary Chair of Research and Intervention in Health Services, Université du Québec à Trois-Rivières, 3351 Boulevard des Forges, Trois-Rivières (QC), CA.

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Summary
This summary is machine-generated.

An integrated performance management system, Project "Jimmy," improved service accessibility and continuity for vulnerable children. This system enhanced collaboration and well-being for healthcare stakeholders.

Keywords:
integrated performance management systemobeyastatus sheet meetingyouths in difficulty

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Area of Science:

  • Healthcare Management
  • Systems Integration
  • Child Welfare Services

Background:

  • Deployment of an integrated performance management system (Project "Jimmy") aimed to enhance service delivery for children in vulnerable situations.
  • The system sought to improve service accessibility, continuity, and stakeholder well-being within a Canadian healthcare organization.

Observation:

  • Action research conducted from August 2016 to October 2018 involved extensive data collection, including over 350 hours of observation, 15 interviews, and 3 focus groups.
  • The study focused on a large Canadian healthcare organization implementing the integrated performance management system.

Findings:

  • Integrated performance management systems facilitate collaborative management, supporting both horizontal and vertical integration of service trajectories.
  • Visual boards and status sheet meetings were key to successful service integration and the functioning of integrated teams.
  • Improvements were noted in service accessibility, continuity, and employee well-being.

Implications:

  • Project "Jimmy" demonstrates the effectiveness of integrated performance management systems in strengthening linkage and coordination models.
  • Tools like status sheet meetings and visual boards are crucial for vertical and horizontal integration across hierarchical levels and front-line stakeholders.
  • The findings support a user-oriented approach to service delivery, fostering stronger inter-team connections.