Why Is Measuring Results So Important

How Can We Communicate Dashboard Data in a Timely Fashion?

Question We would like to provide a one-page dashboard with a weekly summary of pertinent information for hospital executives, directors, and managers—possibly using a pop-up screen on their PCs. What metrics would you suggest we include? What other ideas do you have for communicating this type of information on a timely basis? Answer I like [...]

How Can We Foster Open Communication with Our Customers About Patient Satisfaction Results when Our Results are Less than Desired?

Question We have recently developed communication boards throughout the hospital using the Five Pillars—People, Service, Quality, Finance, and Growth—which is wonderful. However, we are struggling with posting percentile rankings that are less than desirable (i.e., 30s and 40s). Our concern is that the public and many of the employees reading this information on the board [...]

Should Leaders be Held Accountable for Unit-Specific Results?

Question We use a patient satisfaction survey tool and patient satisfaction is now tied to annual management compensation. We would like to set a separate goal (based on our organization’s percentile ranking) for each area/department that takes into consideration its unique ability to drive the overall score upward…rather than setting each department’s goal at the [...]

How Quickly Should Accountability be Hardwired into the Leader Evaluation Process?

Question How quickly—within how many months—should accountability be “hardwired” into an organization’s evaluation processes? How much input should middle managers have into this process? Answer I recommend you make it a goal to have accountability hardwired— by using an objective leadership evaluation tool—no later than the first time annual reviews are due after putting the [...]

How Can We Better Create Accountability in Our Organization?

Question I am a manager in an organization in which a safety issue is not being addressed appropriately. Here is what happened: an employee filled out an incident report and sent it to his supervisor, environmental manager, quality manager, and CEO by e-mail. However, twelve days have passed and nothing has been done. I feel [...]

What are Good Yearly Goals for Facilities?

Question In completing goals for 2004, using the Five Pillars (People, Service, Quality, Finance, and Growth) as guidelines, what are some examples of good goals for non-patient care areas such as facility management? I have tied service back to satisfaction surveys, but have hit a roadblock with some of the others. Answer Here are a [...]

How Should the Strategic Plan Align with the Five Pillars?

Question How closely should a hospital’s strategic plan align with the Pillars? Or can the Pillars themselves be used as the basis of the strategic plan? Answer The Pillars (People, Service, Quality, Finance, and Growth) should be the foundation of the strategic plan because they ensure that goals are balanced and help the organization set [...]