Healthcare KPIs - Day 1 PDF

Healthcare Key Performance Indicators (KPIs) Course Outline  Course Outline Four days training program that covers: 1. Why do we need KPIs 2. Types of data and KPIs 3. The art of data Collection, verification, and analysis 4. Data collection sheet...

Healthcare Key Performance Indicators (KPIs) Course Outline  Course Outline Four days training program that covers: 1. Why do we need KPIs 2. Types of data and KPIs 3. The art of data Collection, verification, and analysis 4. Data collection sheet design and tools 5. Visualization and reporting of KPIs 6. Tracking of KPIs and identifying areas for performance improvement  Course Outline Day Day Introduction to Healthcare KPIS Data Collection and Visualization 1 2 KPIs Day Day Data validation, verification & analysis Workshops 3 4  Course Outline Our Intended learning outcomes(ILOs): 1. Understand the importance of KPIs in healthcare. 2. Learn how to choose suitable KPIs and to identify them. 3. Be able to Design data collection sheet and be familiars with data collection methods 4. Learn how to Verify and analyze data and use of data visualization 5. Gain insights into tracking and measuring KPIs. 6. Explore strategies to improve healthcare outcomes using KPIs. 7. Develop skills to implement KPIs effectively in healthcare settings. 8. Discover strategies to monitor and improve KPIs.  Course Requirement for certification Pass final exam Demonstrate Attend All Sessions knowledge and with a minimum skills score of 75%  Introduction to KPIs 1. Definition of Key Performance Indicators KPIs 2. Why we need KPIs 3. Types of KPIs 4. KPIs Focus Area Categorization 5. Mission ,Vison and Goals 6. Effective development of KPIs 7. Criteria of selecting KPIs 8. GAHAR standards and KPIs 9. KPIs Identification Definitions of KPIs  Definitions Key Performance Indicators KPIs are specific and measurable elements of health and social care that can be used to assess quality of care. KPIs are measures of performance, based on standards determined through evidence-based academic literature or through the consensus of experts when evidence is unavailable. Health Information and Quality Authority (HIQA)  Definitions Performance measures It is a quantifiable measure used to evaluate the success of a hospital ,employee ,etc. GAHAR ,Handbook for hospital standards 2021  Definitions Performance metrics : are defined as figures and data representative of an organization’s actions, abilities, and overall quality American Society for Quality (ASQ)  Definitions Quantifiable measures that reflect the critical success factors of an organization. David Parmenter In simpler terms, they translate your organization's goals from fluffy aspirations ("Be awesome!") into clear, measurable metrics.  What are KPIs? Key Performance Indicators (KPIs) are quantitative and qualitative measures used to review an organization's progress against its goals. KPIs provide a way to measure how well individuals, projects, companies, or business units are performing in relation to their strategic objectives and goals KPIs provide a measurement tool  What are KPIs? KPIs represent a set of measures focusing on those aspects of organizational performance that are the most critical for the current and future success of the organization. KPIs measure performance by showing trends to demonstrate that improvements are being made over time. KPIs also measure performance by comparing results against standards or other similar organizations. Understanding KPIs  Understanding KPIs Imagine you're the captain of a high-tech spaceship hurtling toward a distant planet. Everything depends on hitting the right course, using the right fuel, and keeping your crew happy and engaged. But how do you know if you're on track? That's where Key Performance Indicators (KPIs) come in - your trusty dashboard packed with essential gauges and readouts.  Understanding KPIs KPIs aren't one-size-fits-all Just like your spaceship wouldn't function with car gauges, the right KPIs will vary depending on your mission. Effective KPIs are specific to your organization's goals and context.“ KPIs are your constant companions on your journey to success KPIs help you navigate challenges, celebrate victories, and ultimately reach your destination  Benefits of KPIs Identify Benchmarking Accountability Service user Public areas for choice reporting further investigation Why we need KPIs?  Why do we need KPIs Key Performance Indicators (KPIs) are crucial for healthcare facilities as they provide measurable metrics to assess and enhance performance. Improving Patient Care Enhancing Operational Efficiency Compliance with Standards Supporting Decision-Making Financial Sustainability Enhancing Patient Satisfaction Fostering a Culture of Continuous  Why do we need KPIs Improving Patient Care: KPIs help monitor clinical outcomes, patient satisfaction, and safety, ensuring high-quality care and identifying areas for improvement. Enhancing Operational Efficiency: By tracking metrics like staff-to-patient ratios, average length of stay, and resource utilization, healthcare facilities can optimize operations and reduce inefficiencies. Compliance with Standards: KPIs ensure adherence to regulatory and accreditation requirements, fostering a culture of accountability and compliance. Supporting Decision-Making: Real-time performance data aids leaders in making informed decisions about staffing, resource allocation, and process improvements.  Why do we need KPIs Financial Sustainability: Monitoring financial KPIs such as cost per patient, revenue cycle metrics, and readmission rates ensures the facility remains financially viable while delivering quality care. Enhancing Patient Satisfaction: Metrics like patient feedback and satisfaction scores help in understanding and addressing patient needs effectively. Fostering a Culture of Continuous Improvement: Regularly reviewing KPIs encourages a focus on quality improvement and fosters a culture of excellence across the organization. Types and categories of KPIs  Types of KPI Generic Process or Specific Types of Function care of care Types of KPI Process  Types of KPI Specific or Generic KPIs can be characterized according to whether they are generic or specific and by both the type and function of care for which the measurement is intended. KPIs can be targeted to measure performance that is relevant to all service-users or they can measure aspects of a service that are relevant to a specific service user population  Types of KPI Specific or Generic Generic KPIs KPIs that measure aspects of performance relevant to the majority of service users and do not target a specific service user population. For example, the number of service users awaiting admission from the emergency department for more than six hours  Types of KPI Specific or Generic Specific KPIs KPIs that are related to a specific service user population and measure particular aspects of care related to those service users. For example, the percentage of children that have been referred for speech and language therapy that wait more than three months from referral to assessment.  Types of KPI Types of care Types of care: KPIs can be classified according to the type of care for which the measurement process was developed. Preventive Acute Chronic  Types of KPI Types of care Preventive care refers to the maintenance of health and prevention of illness such as in immunization programmes. Acute care usually refers to care given for a new onset illness or for a sudden deterioration in chronic conditions and may involve short term medical care or surgery. Chronic care usually refers to the long term care of chronic diseases or conditions such as maintaining acceptable blood glucose levels and prevention of complications in diabetes through medication and lifestyle. Preventive Acute Chronic  Types of KPI Function of care KPIs can be classified according to the function of care, which can be screening, diagnosis, treatment and follow-up. Screening Diagnosis Treatment Follow-up Types of KPI  Categories of KPI Focus Area Patient Care Operational and Quality Efficiency Financial Performance Workforce Population Digital and Performance Health Telehealth  KPIs Focus Area Categorization Patient Care and Quality: Patient Satisfaction Score: Measures overall patient experience. Readmission Rate: Percentage of patients readmitted within a specified time (e.g., 30 days). Patient Safety Incidents: Tracks errors or adverse events in care. Average Length of Stay (ALOS): Measures the average duration of patient hospitalization. Hospital-Acquired Infection Rate: Incidence of infections acquired during hospital stays. Mortality Rate: Tracks patient deaths in a facility or department..  KPIs Focus Area Categorization Operational Efficiency: Bed Occupancy Rate: Percentage of available beds in use. Emergency Department (ED) Wait Times: Average time patients wait in the ED. Surgery Turnover Time: Time between surgeries in operating rooms. Appointment No-Show Rate: Percentage of patients missing scheduled appointments. Time to Treatment: Measures time from patient arrival to initial treatment.  KPIs Focus Area Categorization Financial Performance: Operating Margin: Measures profitability of the healthcare facility. Cost per Patient: Average cost of treatment per patient. Revenue Cycle Metrics: Includes days in accounts receivable and billing accuracy. Payer Mix: Distribution of patients by payment type (insurance, self- pay, etc.). Claims Denial Rate: Percentage of claims denied by insurers.  KPIs Focus Area Categorization Workforce Performance: Staff Turnover Rate: Percentage of staff leaving the organization. Overtime Hours: Tracks extra hours worked by staff. Nurse-to-Patient Ratio: Measures staffing levels. Employee Satisfaction Score: Gauges staff morale and engagement. Training Completion Rate: Percentage of staff completing required training.  KPIs Focus Area Categorization Population Health: Immunization Rate: Percentage of target population vaccinated. Chronic Disease Management: Tracks outcomes for chronic conditions (e.g., diabetes, hypertension). Preventive Screening Rate: Percentage of eligible patients receiving screenings. Health Equity Metrics: Measures disparities in care among populations.  KPIs Focus Area Categorization Digital and Telehealth: Patient Portal Usage Rate: Tracks engagement with online healthcare tools. Telehealth Utilization Rate: Percentage of appointments conducted virtually. Electronic Health Record (EHR) Data Accuracy: Measures completeness and accuracy of patient data. Mission ,Vision and Goals  Mission ,Vision and Goals KPIs are the measurable indicators of how well you're progressing towards your goals. Without clear goals, how can you choose the right metrics to track? Your mission, vision, and goals help identify the critical areas where measurement is crucial Think of your mission, vision, and goals as a roadmap. Here's how they guide your KPI development Effective development of KPIs  Leading vs Lagging KPIs Predicting the Future vs. Reflecting the Past! Leading KPIs: These are proactive indicators that predict future performance. They focus on the drivers of success and allow you to take corrective action before problems arise. Imagine them as the flashing yellow light on the road – a warning sign that allows you to adjust course before encountering a red light (lagging KPI).  Leading vs Lagging KPIs Predicting the Future vs. Reflecting the Past! Lagging KPIs: These are reactive indicators that reflect past performance. They provide insights into what has already happened useful for evaluating past strategies and identifying areas for improvement. Example: Customer satisfaction score or Net income  Quantitative vs Qualitative KPIs Numbers vs. Narrative Quantitative KPIs These are metrics expressed in numbers, allowing for objective and precise measurement. Example: Website traffic measured by unique visitors per month. Qualitative KPIs These metrics capture non-numerical data, providing richer insights into customer experience, employee sentiment, etc. Example: Customer feedback through open-ended surveys.  Quantitative vs Qualitative KPIs Numbers vs. Narrative Quantitative KPIs These are metrics expressed in numbers, allowing for objective and precise measurement. Example: Website traffic measured by unique visitors per month. Qualitative KPIs These metrics capture non-numerical data, providing richer insights into customer experience, employee sentiment, etc. Example: Customer feedback through open-ended surveys.  SMART KPIs KPIs must be SMART S M A R T Time Specific Measurable Achievable Realistic bounded  PuMP method PuMP stands for ‘Performance Measurement Process’. The "U" in PuMP, as her client aptly pointed out, signifies that the success of performance measurement ultimately rests with YOU. Effective performance measurement is not just about fancy dashboards or software – it requires a shift in mindset and commitment to using KPIs to drive continuous improvement. The PuMP methodology consists of eight steps split into three phases: Design, Implement and Use  PuMP method PuMP stands for ‘Performance Measurement Process’. The PuMP method goes beyond simply choosing the right metrics. It emphasizes the importance of building a culture of measurement within your organization. PuMP empowers organizations to move beyond the checkbox mentality and truly harness the power of performance measurement for success.  PuMP method Principles of PuMP methodology: Clarity: Clearly define what success looks like and how it will be measured. Alignment: Ensure KPIs are aligned with strategic objectives and organizational priorities. Engagement: Involve stakeholders in the design and selection of KPIs to enhance buy-in and ownership. Simplicity: Keep KPIs simple, relevant, and easy to understand to facilitate effective communication and decision-making. Improvement: Continuously review and refine KPIs based on performance data and feedback to drive improvement.  PuMP method Design Phase : Understanding Measurement's Purpose: This foundational step involves establishing a clear understanding of why you're measuring performance in the first place. What are you hoping to achieve by using KPIs? Aligning stakeholders around this purpose fosters buy-in and ensures everyone works towards the same goals. Mapping Measurable Results: Before diving into specific metrics, identify the desired outcomes you want to track. What results do your strategic objectives lead to? Mapping these outcomes creates a roadmap for selecting the right KPIs. Designing Meaningful Measures: Now it's time to translate your desired outcomes into concrete, measurable metrics. This step requires careful consideration to ensure the chosen KPIs are clear, relevant, and actionable.  PuMP method Implement Phase : Building Buy-in to Measures: Effective KPIs require buy-in from all levels of the organization, not just leadership. This step involves involving stakeholders in the development process, explaining the rationale behind each KPI, and ensuring everyone understands how their actions contribute to achieving the desired outcomes. Implementing Measures: Once you have well-defined KPIs, it's time to put them into action. This may involve establishing data collection processes, setting targets, and assigning ownership for tracking progress..  PuMP method Use Phase : Enterpreting Signals from Measures: KPIs are valuable only if you can interpret the data they generate. This step focuses on analyzing trends, identifying areas for improvement, and using insights to inform decision-making. Reporting Performance Measures: Communicate KPI data effectively to stakeholders. Regular reporting keeps everyone informed, promotes transparency, and fosters accountability. Reaching Performance Targets: The ultimate goal is to use KPIs to drive performance improvement. By analyzing data, identifying areas for improvement, and taking action based on insights, you can leverage KPIs to achieve your desired performance targets.  Winning KPI method Critical Success Factors (CSFs) Critical Success Factors are the essential areas or activities that must be performed effectively to achieve organizational success. Unlike strategic initiatives, which may change over time, CSFs are enduring and fundamental to the organization's mission and objectives. Primary role of performance measures is to help the workforce focus on the critical success factors of the business daily. Before KPIs can be identified and developed, organizations must first determine their critical success factors. This stage is essential for ensuring that KPIs are directly linked to the most important aspects of organizational performance. By prioritizing CSFs, organizations can focus their efforts on measuring what truly matters and driving meaningful outcome.  Winning KPI method Six stages of winning KPI method: Commitment of CEO and leadership to the Change Up-Skill In-House Resources through choosing and training of responsible personnel. Leading and Selling the Change: Effective leadership and change management are necessary to implement KPI initiatives successfully Finding Your Organization's Operational Critical Success Factors: Identifying and prioritizing Critical Success Factors (CSFs) Determining Measures That'll Work in Your Organization: Designing appropriate measures that drive the right behaviors and outcomes is essential for KPI success. Get the Measures to Drive Performance: reporting framework and follow-up  Other methodologies Mckinsey KPI method: Analyze the 7S Framework: This framework explores seven key elements influencing an organization's performance: Strategy, Structure, Systems, Skills, Style, Staff, and Shared Values. The balanced score card: The Balanced Scorecard (BSC) is a strategic performance management framework developed by Robert Kaplan and David Norton. It goes beyond traditional financial measures and considers four perspectives to evaluate an organization's performance: 1. Financial Customer 2. Internal Business Process 3. Learning and Growth  Developing your KPIS Step 1 Align with strategic objectives Step 2 Identify specific goals Step 3 Define success(targets) Step 4 Select the right metrics Step 5 Define data strategy Step 6 Document and communicate Step 7 Monitor and Evaluate Methods to develop KPIs Criteria of selection of KPIs  Selection Criteria for KPIs Selecting Criteria Validity: Does the KPI measure what it is supposed to measure? Reliability : Does the KPI provide a consistent measure? Explicit evidence base: Is the KPI supported by scientific evidence or the consensus of experts? Acceptability : Are the KPIs acceptable? Feasibility : Is it possible to collect the required data and is it worth the resources? Sensitivity: Are small changes reflected in the results? Relevance: What useful decisions can be made from the KPI?  Selection Criteria for KPIs Selecting Criteria Specificity: Does the KPI actually capture changes that occur in the service for which the measure is intended? Balance: Do we have a set of KPIs that measure different aspects of the service? Tested: Have national and international KPIs been considered? Safe: Will an undue focus on the KPI lead to potential adverse effects on other aspects of quality and safety? Avoid duplication: Has consideration been given to other projects or initiatives? Timeliness: Is the information available within an acceptable period of time to inform decision-makers? GAHAR standards and KPIs  GAHAR Standards & KPIs QPI.06 Clinical care performance measures are used to identify opportunities for improvement and track progress towards hospital objectives Effectiveness Waiting times in relevant services areas Patient assessment is complete, accurate and within approved time frames Health education Proper nutrition Screening and detection of disease Communicable and non-communicable disease Immunization Invasive procedures and use of sedation Use of medication Patient medical record including availability and content Infection control ,surveillance and reporting Medication errors ,nearmiss and adverse outcomes Pattient safety Clinical effectivness KPIs Identification  GAHAR Standards & KPIs QPI.05 The hospital develops a process for performance measures selection and monitoring that is consistent with significant processes. Effectiveness To define a measure properly, a description of at least the following is needed: a) Definition. b) Defined data source c) Specified frequency d) Sampling techniques e) Formula f) Methodology of data collection and analysis g) Target or benchmark the results  KPIs Identification Define the Indicator A clear definition of the indicator ensures that it is appropriately interpreted by those with responsibility for collecting the data. Including the rationale for the measurement will provide context and highlight the importance of the subject being measured. Identify the target population Define the target to be achieved Threshold for action Action 66  KPIs Identification Identify the target population The target population is called the denominator and includes all service users or events that qualify for inclusion in the measurement process. The subset of the target population that meets the criteria as defined in the indicator is called the numerator. More specific information regarding the target population can be given under the headings of inclusion criteria and exclusion criteria. 67  KPIs Identification Setting KPI Targets A performance target combines the selected indicator with a target level. Specifying the quantitative degree or amount of performance the program is expected to achieve by a specific date, given the planned structure and funding level. 68  KPIs Identification Targets Setting Summary Targets are those values (determined in each KPI) Introduction that the management wants to achieve within a certain time. To make the KPIs and the measurement more Purpose quantifiable and measureable Suitable Benchmarking Feasibility studies Techniques Forecasting Market Research Once the targets setting is KPIs targets Expected done, it is expected to Targets values & units Outcomes have: 69  KPIs Identification Threshold for action Determining a threshold for action assists in deciding when it is appropriate or necessary to institute changes in response to the measurement. The threshold should be negotiated with the service provider and will depend on the resources and level of service available. 70  KPIs Identification Action Unless actions are taken based on results, the measurement process will become an end in itself and will not contribute to quality improvement. There should be an agreement reached with stakeholders for actions in response to performance indicator results. There may be a series of incremental actions depending on the variation of the result from the target. 71  KPIs Identification Data reporting to stakeholders There should be a plan to outline how and when the results of the measurement process are released to stakeholders and the public. Dashboards are one example of a method for presenting information to inform decision-making. Performance results are presented graphically through a series of charts, gauges or tables and facilitate comparison of actual performance against desired results. 72  KPIs Identification Data reporting to stakeholders Determine frequency of processing and analysis. Define method of analysis Define type of measure Determine level of aggregation. Develop risk-adjustment strategy. 73 KPIs Identification KPIs Identification  Thank You Eng.\ Michel Hanna NEBOSH / NIOSH / Quality and Safety Consultant 01202951363