KPIs in Optometry

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Questions and Answers

What is the primary purpose of Key Performance Indicators (KPIs)?

  • To serve as metrics for individuals or businesses to gauge their success in achieving strategic goals and objectives. (correct)
  • To dictate the operational procedures within a business.
  • To provide a comprehensive legal framework for business operations and compliance.
  • To establish a rigid framework that all employees must adhere to, regardless of circumstances.

In what way might prioritizing corporate goals over patient care goals impact an optometry practice?

  • It uniformly increases patient satisfaction due to the streamlined efficiency of the practice.
  • It can lead to internal conflict among optometrists and potentially compromise patient care, leading patients to seek alternative healthcare providers. (correct)
  • It has no impact as long as the practice's financial KPIs are being met.
  • It strengthens optometrists' resolve, encouraging them to enhance their focus on corporate objectives, irrespective of patient requirements.

Why is transparency about KPIs important when starting a new job?

  • It allows employees to quickly identify opportunities to inflate their performance metrics.
  • It ensures that new hires are immediately aware of which colleagues are underperforming.
  • It creates the opportunity to discuss roles, responsibilities, and expectations with clarity, promoting alignment and reducing potential confusion. (correct)
  • It gives employees an early opportunity to negotiate a higher salary based on the organization's financial expectations.

Which statement accurately reflects the role of regular KPI monitoring for employees?

<p>It offers employees insights into their contributions to the business and areas needing support and improvement. (D)</p> Signup and view all the answers

How can employers strategically use KPIs to foster a positive work environment?

<p>By using KPIs aligned with both business objectives and patient outcomes, creating a supportive environment. (D)</p> Signup and view all the answers

Why is it essential for optometrists to understand the KPIs used in their practice?

<p>To maintain professional autonomy, regulatory compliance, and informed decision-making, especially when considering job choices. (C)</p> Signup and view all the answers

What should be included in conversations between employers and employees to address KPI concerns?

<p>Both recognition of achievements and constructive feedback in areas of opportunity. (C)</p> Signup and view all the answers

How do KPIs relate to job satisfaction among early-career optometrists?

<p>KPIs can influence job satisfaction by affecting work-related pressures and the focus on healthcare versus retail aspects. (D)</p> Signup and view all the answers

What is a key consideration when KPIs are used to rank optometrists?

<p>Ranking can foster undesirable employee attitudes if it creates undue pressure. (D)</p> Signup and view all the answers

How can optometrists proactively address potential KPI disputes?

<p>By initiating a respectful discussion with meaningful input from all parties involved. (A)</p> Signup and view all the answers

What role does communication play in successful KPI strategies?

<p>It is crucial for resolving disputes, ensuring effective implementation, and fostering collaboration. (C)</p> Signup and view all the answers

When should transparent communication about strategic business goals and KPIs occur?

<p>Primarily before employment begins. (B)</p> Signup and view all the answers

What is a likely consequence of increased absenteeism and turnover from an employer's perspective?

<p>Employee dissatisfaction reduces engagement and productivity. (B)</p> Signup and view all the answers

What potential effect can KPIs have on patient care?

<p>KPIs can detriment patient care in some circumstances as they might lead to corporate goals taking precedence over patients’ needs. (C)</p> Signup and view all the answers

Why do difficult contact lens fittings require adjustments to KPIs?

<p>Optometrists undertaking difficult fittings may have a lower conversion rate due to the additional time &amp; resources needed. (A)</p> Signup and view all the answers

How should you approach a conversation with your employer after a KPI dispute?

<p>Seeking solutions rather than letting KPIs cause negative impact. (D)</p> Signup and view all the answers

What should be considered when suggesting a suitable KPI for a optometrist?

<p>How the recommended KPI aligns with their specific circumstance. (B)</p> Signup and view all the answers

Outside of Optometry, where else are KPIs used?

<p>All of the above (D)</p> Signup and view all the answers

What is a example of a "Non-Financial" KPI for a Optometrist?

<p>Cases presented at conferences/ grand rounds. (C)</p> Signup and view all the answers

When should employers make staff aware of their KPIs?

<p>Near the start of their employment. (D)</p> Signup and view all the answers

Transparency, when used correctly, is an important concept to implement with KPIs, however, which point best reflects transparency about KPIs used correctly:

<p>Can give you awareness and clarity regarding the company, the company's values, and the company's direction. (A)</p> Signup and view all the answers

What should KPI conversations involve?

<p>Both positive and negative feedback (C)</p> Signup and view all the answers

What should employees and employers plan for?

<p>Ongoing opportunities and discussions. (D)</p> Signup and view all the answers

How can you grow professionally whilst considering KPIs:

<p>Purposeful communication of issues. (A)</p> Signup and view all the answers

Can KPIs change over time? If so, when is the best time to review KPIs?

<p>When needed, and consistently. (A)</p> Signup and view all the answers

Flashcards

What are KPIs?

Measures of success for individuals or businesses achieving key strategic goals and business objectives.

KPI impact on Optometrists

Optometrists face struggles, including psychological distress, often linked to retail pressures, high workload, and career dissatisfaction.

Autonomy vs. Financial Viability

Challenges arise in balancing autonomy as a healthcare provider with the need to provide a financially viable service.

KPIs Unique to Optometry

Optometrists uniquely offer both eye health services and products, influencing which KPIs are relevant.

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Financial KPIs in Optometry

These include conversion rates, dollar value per patient, second pair sales, and ancillary services revenue.

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Non-Financial KPIs in Optometry

KPIs include provision of glaucoma co-management, diagnosis of binocular vision disorders and completion of upskilling courses.

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Integrity vs KPIs.

KPIs should be balanced with integrity and patient care.

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Importance of KPI Discussions

These discussions provide awareness of roles, responsibilities and accountability.

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KPI relevance

KPIs should be specific to the optometrist's role and circumstances.

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Mismatch

Mismatch between optometrist's values and practice goals.

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Dissatisfaction impact

Employee dissatisfaction can lead to decreased productivity.

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KPI measure.

Measure progress and provide ongoing opportunities for KPIs to align.

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Setting KPIs

Implemented to reflect the socioeconomic setting of the practice and better for staff morale.

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Responsibilities.

Clarity on roles and responsibilities and identify both areas of strengths and areas of opportunity.

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Study Notes

  • Key Performance Indicators (KPIs) are discussed within the context of optometry
  • Lisa Jansen, Doctor of Optometry at UWA, presents the information

Acknowledgement of Country

  • The University of Western Australia (UWA) is situated on Noongar land
  • The Noongar people are the spiritual and cultural custodians of the land
  • The Noongar people continue to practice their values, languages, beliefs, and knowledge
  • The artist Dr. Richard Barry Walley OAM created an image to represent this

Learning Objectives

  • Understand the importance of KPIs
  • Learn about KPIs in optometry
  • Discuss and communicate KPIs
  • Learn about KPI disputes
  • Identify successful strategies for KPIs

What are KPIs?

  • KPIs are key performance indicators
  • They measure the success of individuals or businesses in achieving strategic goals and business objectives
  • KPIs are used across industries and sectors, including hospitals and medical care

Why are KPIs important?

  • Optometry Australia research indicates that early career optometrists struggle with the profession
  • KPIs can influence job satisfaction for early career optometrists
  • Optometrists aged 30 and under are 3.5 times more likely to report moderate to severe psychological distress compared to optometrists over 30
  • Retail pressures, decreased focus on healthcare, high workload, and career dissatisfaction are the most frequently reported work-related issues impacting mental health

Why is understanding KPIs necessary?

  • Healthcare providers face challenges in maintaining autonomy while providing financially viable services
  • Financial considerations are important, but shouldn't compromise integrity or regulatory compliance
  • Clinical decisions should be made in the best interest of the patient
  • The Optometry Board Code of Conduct emphasizes that optometrists have a duty to make clinical decisions in the patient's best interest
  • Understand the importance of KPIs and their emphasis in different practice settings to be more informed when making job choices

KPIs in Optometry

  • Optometrists uniquely offer both eye health services and products in the healthcare sector
  • Common KPIs are conversion rates of patients seen, percentage of patients paying for eye health technology, product sales, and Medicare billings

Financial KPIs

  • Conversion rates
  • Dollar value per patient
  • Second pair sales
  • Ancillary services such as OCT, wide-field photography, ortho K, contact lenses, lens add-ons, sunglasses, dry eye treatments, and vision therapy

Non-financial KPIs

  • Provision of active glaucoma co-management
  • Diagnosed binocular vision disorders with recorded data referenced against normative data
  • Diabetic reports sent to General Practitioners (GPs)
  • Return patient metrics
  • Presentations at conferences or case reports
  • Eye health community presentations in schools or aged care
  • Completion of non-clinical professional upskilling courses like social media, marketing, leadership, HR, public speaking, or graphic design

KPIs and the employer

  • KPIs ensure employees meet broader practice or business goals
  • In smaller teams, employers can grasp employee behavior, while larger businesses use KPIs to measure consistency, efficiency, and performance
  • KPIs serve as a point of discussion between employers and employees
  • They are communicated to reflect the workplace culture
  • Ranking optometrists on a leaderboard can create pressure and undesirable employee attitudes
  • Prioritizing corporate goals over patient goals can lead to internal conflict
  • Optometrists may feel discouraged from broader practice scopes including "non-converting" patients such as red eyes, visual fields and complex contact lens fittings
  • As a result, patients may seek other healthcare professionals
  • KPIs can be detrimental to patient care and the profession in some circumstances

KPIs and the employee

  • Business-focused KPIs need to be balanced with an optometrist's integrity and patient care
  • Regular monitoring of KPIs provides insight into the business impact
  • KPIs provide clarity to help focus attention on areas needing support and improvement
  • They support review discussions about remuneration and promotion
  • Engaging in regular KPI conversations is useful for mutual understanding

Conversations about KPIs

  • Transparent communication about strategic business goals is important before employment
  • Such communication provides awareness of roles, responsibilities, accountability, and clarity on organizational direction and values
  • Many graduate optometrists lack awareness of healthcare business realities
  • Transparency about KPIs and how they are used reduces confusion
  • Strong alignment between values and practice values promotes long-term employment success

Ongoing Dialogue & Feedback

  • Ongoing discussions and communication between employers and employees should be planned and prioritized to build trust
  • Regularly scheduled discussions are less daunting and provide an opportunity to build trust
  • Conversations should include both recognition of feedback and areas of opportunity
  • KPIs should be specific to each optometrist's circumstances
  • For example, higher chair time and less glasses sales are expected of optometrists fitting complex contact lenses; a KPI may measure the number of successfully completed complex fittings

Disputes about KPIs

  • What should you do when things go wrong?
  • Occasionally, there's a values mismatch between optometrists and practice goals
  • Address disconnect in a timely manner and initiate action for resolution; this is best for the patient

Successful Strategies for KPIs

  • KPIs are important progress measures in all industries and healthcare settings
  • Conversations should address concerns over KPIs and be adjusted to align with organizational and personal goals
  • KPIs reflecting the socioeconomic setting of the practice are more achievable
  • Employers can strategically formulate KPIs aligned with business goals and conducive to achieving the best possible patient outcomes
  • Consider both health care-focused and business-focused KPIs during employee development to support patient care and business health
  • Employee optometrists will have greater clarity on roles and responsibilities
  • Asking about KPIs can provide clearer insights into a business before signing an employment contract
  • Potential employees should ask themselves if sentiments reflected in KPIs align with their personal values
  • It is useful to think about how KPIs drive your focus as a practitioner
  • Communication is key
  • Collaboration between employers and employees can ensure that ongoing professional communication platforms are accessible
  • In order to ensure that KPIs are effective as real-time navigation tools, consistent review ensures that issues are highlighted early on
  • There are opportunities for training and amendment of KPIs, if appropriate
  • In instances of KPI disputes, ensuring discussions maintain a positive workplace is crucial
  • When requesting a conversation regarding KPIs, it is professional to be be clear about the topic and timeframe from the start
  • Purposeful discussion to seek a solutuon, rather than to allow the KPIs to harm your performance

Acknowledgements - References

  • Optometry Victoria South Australia produced a document titled: Key Performance Indicators (KPIs) and optometry, updated Sept 7 2020
  • https://www.optometry.org.au/wp-content/uploads/States/VIC/Documents/OVSA_KPI_summary_2020_v4.pdf
  • Mental Health and Wellbeing Survey of Australian Optometrists
  • https://onlinelibrary-wiley-com.ezproxy.library.uwa.edu.au/share/FNNJPMNCCDVHHME99VTT?target=10.1111/opo.12823

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