HMGT 495 DISC 3

Table 1

BALANCED SCORECARD FOR HEALTHCARE EXAMPLE ––– MERCY HOSPITAL –––

MISSION Our hospital brings health and healing to the community. VISION Our hospital will be the best place to work and get health care.

STRATEGIC OBJECTIVES KEY PERFORMANCE INDICATORS TARGETS INITIATIVES

FINANCIAL To sustain our

mission financially, what should our focus be?

Demonstrate accountability and efficiency

% Alternative level of care patients <15%

% Nursing purchased service worked hours 80%

Absenteeism rate <7%

STAKEHOLDERS How should we

appear to our stakeholders?

Overall patient satisfaction Overall rating of care 75% good or better rating

Management staff leadership initiative

Develop charter for community group

Patient perception of quality index

% Family physicians that receive discharge summaries 90%

Employee and physician engagement As per survey, >50%

Community consultation measures Meet 8 of 10

INTERNAL PROCESSES

At which internal processes should we excel to better serve our patients?

Processes are patient centered, focused on quality and patient safety

% Medication reconciliation on admission 95%

Revamp infection-reporting process

Converge report form review group

Rate of inpatient falls <5%

Surgical safety compliance checklist 98% completed

% Compliance with hand hygiene policy 95% compliant

# Publicly reported infection measures 5 per month

LEARNING How should we

better develop our systems to serve our patients?

Enhance and maintain a healthy work environment

Vacancy rate 3%

Hire new HR lead

% Performance development plans completed

% Performance development plans completed 80% by end of quarter

# Grievances received and resolved prior to arbitration

# Grievances received and resolved prior to arbitration 5-Apr

Leader learning development Leader learning development 100% completion rate