Medical KPI or key performance indicator is a specially designed management system that helps clinics and doctors assess performance relative to the operation. Most organizations implement a specific type of management system usually those which have something to do with inventory, sales and accounting. In an industry like health care, consistency must be observed in order to achieve optimum care quality.
The system used in medical facilities like clinics are typically incorporated into the management system in the form of a software application. There are generally four areas in medical service where KPI is usually drawn. These are the emergency services, financial, patient satisfaction and services and clinical.
In the clinical aspect, the following are examples of key indicators: reduction of death caused by clinical negligence, reduction or elimination of death caused after or during surgery, decrease of patient readmission due to lack or low care quality. These keys are just minute compared to the overall goal of the medical organization. But only by evaluating the output or quality of care, the clinic will be able to achieve its prime objectives.
The second area where KPI is extractable is the patient satisfaction. In the first area, the concentration is set on the quality. In this aspect though, more importance is given to customer relationship. If one of the goals of the medical organization is to become the clinic choice of most patients in their area, then the clinic must work closely on building up its credibility. Examples of key indicators in this aspect are the following: fast response and sufficient attention to customer’s inquiry, prompt resolution to the patients’ complaint, immediate access to services and increase ratings during customer surveys.
The third aspect is the accident and emergency services. This is the area in a clinic operation where its readiness for accident and emergency situations is tested. The evaluation is focused on how the clinic staff attends to a trauma-oriented situation. In addition, there is also an assessment on the availability of materials and equipment like medical trolleys.
Financial aspect is not necessarily the last aspect to be included in the KPI. In fact, it is only first of many other factors that can affect the performance of the organization. Financial matters like return on investments are no longer handled by the front liners, the nurses, doctors and caregivers but by managers, but it is also important for everyone in the organization to be practical and be wise in using resources. The front liners and the administration side must work hand in hand especially with the inventory. Purchase orders of medicines and other supplies must first be consulted or approved by the person in-charge in order to avoid excessive inventory.
Other key areas in a clinic operation that can be used as indicators for performance are cleanliness and accreditation. Again, if the goal of the company is to become the choice clinic of their market, then they must be able to comply with the health agency’s hygiene standard. Accreditation, for example, requires yearly renewal of membership to a network of medical practitioners, so clinics must be able to fulfill these paper-work duties.
As standards in medical practice rise, so too should the performance of medical organizations. Quality care can not be measured by the sheer volume of patients a clinic handles in a day, performance does. A medical KPI system is indeed an indispensable management tool.
By: Sam Miller