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HOSPITAL SCORECARD
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STEPS IN DOING the HOSPITAL SCORE CARD
STEP 1: DETERMINE VISION & MISSION
• Vision and Mission must be communicated at all level• Vision & mission plays a vital role in determining the objectives• Gives insight to where the organization is going and
the efforts made to realize this goal
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STEPS IN DOING the HOSPITAL SCORE CARD
STEP 2: DETERMINE STRATEGIES
•Strategies help in realizing the VISION and MISSION of the organization
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STEPS IN DOING the HOSPITAL SCORE CARD
STEP 3: DETERMINE SUCCESS FACTORS AT EVERY PERSPECTIVE
•Identify FACTORS important for SUCCESS “areas to excel should be determined” Four perspectives:
financial, internal business, customer perspective, innovation and learning
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STEPS IN DOING the HOSPITAL SCORE CARD
STEP 4: MEASURING THE PERSPECTIVES
“You cannot improve what you cannot measure”
•Determine the right OBJECTIVES to achieve in every PERSPECTIVE•Use the RIGHT tool to measure them
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STEPS IN DOING the HOSPITAL SCORE CARD
STEP 5: SETTING TARGETS and ACTION PLANS
•Once measuring criteria is developed, ACTION PLAN has to be INITIATED at all levels.
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FINANCIAL PERSPECTIVE 25%
CUSTOMER PERSPECTIVE 25 %
INTERNAL BUSINESS PERSPECTIVE 25 %
INNOVATION &LEARNING PERSPECTIVE 25 %
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PERSPECTIVESScore Q1 Q2 Q3 Q4 Ave.
FINANCIAL 25 % 18.5 17.25INTERNAL BUSINESS 25 % 18.75 23.12
CUSTOMER PERSPECTIVE 25 % 22.5 22.5
INNOVATION & LEARNING 25 % 21.88 23.125
SCORE 100 % 81.63 81.39
10
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INDICATORS:
1.CASH COLLECTION (5)2.DRUGS AND MEDS CASH COLLECTION (5)3.PHILHEALTH (5) 4.BUDGET ALLOCATION (5) 5.INFRASTRUCTURE (5)6.REVENUE ENHANCEMENT (5)7.ACCOUNTS PAYABLES (5)
FINANCIAL PERSPECTIVE score/35 = 25%
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INTERNAL BUSINESS PERSPECTIVE score / 85 = 25%INDICATORS SCORE
1. GROSS DEATH RATE 52. NET DEATH RATE 53. MATERNAL MORTALITY RATIO 54. NEONATAL DEATH RATE 55. GROSS INFECTION RATE 56. NET INFECTION RATE 57. CESAREAN SECTION RATE 58. OCCUPANCY RATE 59. AVERAGE LENGTH OF STAY 5
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INTERNAL BUSINESS PERSPECTIVE score / 85 = 25%INDICATORS SCORE
10. IMPLEMENTATION OF SOPS /POLICIES IN THE VARIOUS SPECIALTY / SUBSPECIALTY DEPARTMENTS 5
11. IMPLEMENTATION OF CLINICAL PRACTICE GUIDELINES / CLINICAL PATHWAYS BASED ON DIFFERENT SPECIALTY/ SUBSPECIALTY SOCIETIES
5
12. ER RESPONSE TIME 513. OPD RESPONSE TIME 514. FUNCTIONAL HOSPITAL COMMITTEES 515. RELIABLE MEDICAL RECORDS 516. COMPREHENSIVE PATIENT CLASSIFICATION 5
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INDICATORS
PUBLIC ASSISTANCE COMPLAINT UNIT- RESPONSE TIME
PACU– PERSONNEL PERFORMANCEPACU– HOSPITAL FACILITIESHOSPITAL PERSONNEL SAFETYSATISFACTION SURVEY (EXTERNAL-IN-PATIENT)SATISFACION SURVERY (EXTERNAL-OUT-PATIENTSATISFACTION SURVEY (INTERNAL)
CUSTOMER PERSPECTIVE Score / 35 = 25 %
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INNOVATION & LEARNING PERSPECTIVE score /40 = 25 %
INDICATORS SCORE1.INNOVATION OR SPECIAL PROJECTS FOR PATIENT CARE 5
2.ACCREDITED TRAINING PROGRAMS 53.PASSING RATE OF RESIDENT TRAINEES 54.NETWORKING ACTIVITIES 55.STAFF DEVELOPMENT 56.CONTINUING EDUCATION for SUPERVISORS 57.TRAINING CALENDAR OF ACTIVITIES 58.RESEARCH AND STUDIES 5
INNOVATION & LEARNING PERSPECTIVE score /40 = 25 %
INDICATORS SCORE1.INNOVATION OR SPECIAL PROJECTS FOR PATIENT CARE 5
2.ACCREDITED TRAINING PROGRAMS 53.PASSING RATE OF RESIDENT TRAINEES 54.NETWORKING ACTIVITIES 55.STAFF DEVELOPMENT 56.CONTINUING EDUCATION for SUPERVISORS 57.TRAINING CALENDAR OF ACTIVITIES 58.RESEARCH AND STUDIES 5
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Medical Center Scorecard Internal Business Perspective
25% Patient Care Organizational Ethics Leadership & Management Information Management Performance Improvement
Financial Management25%
DOH Central Office DBM COA Standards
Customer Perspective25%
Patient Rights Safety and Health
Innovation & Training Perspective
25%
Human Resource Management
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MEDICAL CENTER SCORECARD
INTERNAL BUSINESS PERSPECTIVE 25%
Review additional indicators from HOMIS/DOH ReportsReview individual hospital data and compare with NCHFD values/ classification
EAMC
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MEDICAL CENTER SCORECARD
FINANCIAL PERSPECTIVE 25%
Revenue Enhancement to be subcategorized with “Cash Collection”/ Income and which should reflect the following: PHIC Hospital Services/ Operations NGAs (PDAF) NGOs Affiliation Drugs & Medicines
Quantified Free Service Data to Reflect Income used for cross subsidy to indigents Medical Social Service Indicators Budget Allocation/ Utilization Accounts Payable/ Receivables
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MEDICAL CENTER SCORECARD
INNOVATION & TRAINING PERSPECTIVE 25%
Passing Rate of Resident Trainees & other AffiliatesNetworking Activities – GOs, NGOs Religious/ Civil SocietyStaff Development to be combined with Continuing Education for Supervisors- Human Resource Plan at all levelsCompliance with Issuance & Guidelines ofHHRDS/DOH/CHED/Professional Societies
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MEDICAL CENTER SCORECARD CUSTOMER PERSPECTIVE 25% Must include other stakeholders such as: personnel donors affiliates regulatory agencies accreditation agencies suppliers etc. Patient Information/Assistance & Response response time personnel performance hospital Facilities/equipment Safety Issues
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REGIONAL HOSPITAL SCORECARD
SERVICE DELIVERY 25 %
Patient Satisfaction Survey ER/OPD Response TimePublic Information Desk Hospital Statistics/ Indicators
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REGIONAL HOSPITAL SCORECARD
FINANCING 25 % Budget Allocation PHIC Non-Philhealth Revolving Funds Other Income Donations
Income Utilized to Direct Patient Care Affiliation Fee
Income Utilization NGAS Implementation
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REGIONAL HOSPITAL SCORECARD
REGULATIONS 25% Land Title Insurances Compliance to Licensing Accreditation to PHIC ( Fire, Waste Management) Price Monitoring CQI