sections 1-2; sections 3-6

Domain

Objectives

Desired Outcome

KPI/ Evaluation Method

Evaluation/update Period

Financial

· To reduce expenditure on readmissions

· To increase income

· The hospitals saves $.......

· Revenue increase by ...%

·  Readmission rates

· New customers rates

· Hospital's Budget for financial loss or gain from  readmissions and new customers

3 months

3 months

Customer

· To increase patient's satisfaction with easy access to care, and wait times.

· To keep Stakeholders satisfied and engaged

· Patient's satisfaction with ease of access to care increases from 35% to 80%.

· Patient's satisfaction with wait times increase from 20% to 80%.

· Stakeholders will be kept involved and updated about progress of project through bi-weekly phone calls, weekly face-to-face meetings, regular emails and phone call correspondence.

· HCAPHS scores

· HCAPHS scores

3 months

3months

Business  Processes and Procedures

· Construct a flowchart outlining flow of patient care at the OPC from start to finish.

· Develop 1 new policy to ensure all discharged patients receives follow-up within 7 to 14 days of discharge

· Revision of hospitals discharge and admission policies to ensure all discharged patients are scheduled for and receive follow-up care

· Smooth flow of OPC unit operations

· Discharged patients receives follow-up care within the required period

· All patients are scheduled for OP clinic on discharged

· Patient and staff satisfaction surveys

· OPC unit appointment records

· OPC unit appointment records

3 months

Training

· All staff assigned to  OPC will be competent to work in this out-patient care settings.

· Physicians, nurse manager and 5 RNs staff assigned to OPC unit will  receive initial one-on-one competency training with an educator. Post- Test pass grade 85%

· All staff will renew  their competences every 3 months using the hospital intranet competency program, pass grade 90%

· Staff qualification/Job description

· Staff competences completion rates in hospital database

3 months

3 months