key performance indicators, a spy in the camp or a useful tool?
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Paul A Blackett NPAG Clinical Engineering Conference 2011
Performance Indicators –
a Spy in the Camp or a Useful Tool?
Paul A Blackett
Lancashire Teaching Hospitals NHS Foundation Trust
Paul A Blackett NPAG Clinical Engineering Conference 2011
Overview
• Definitions of KPIs
• How other industries are using them
• Tips for good KPIs
• Suggestions for Clinical Engineering KPIs & Discussion
Paul A Blackett NPAG Clinical Engineering Conference 2011
What are Key Performance
Indicators?
A specific measure of some aspect of an organisation's performance.
“A quantitative tool (for example rate, ratio, index,
percentage) that provides an indication of an organisations performance in relation to a specified
process or outcome.” [1]
“”
Paul A Blackett NPAG Clinical Engineering Conference 2011
Why do we need to use them?
• Controls Assurance (up until 2004)
• SfBH now CQC
• CNST now NHSLA
• ISO 9001:2008
• How do you know how well you are doing?
Paul A Blackett NPAG Clinical Engineering Conference 2011
A look at how others do it!
Paul A Blackett NPAG Clinical Engineering Conference 2011
Aircraft Safety
Paul A Blackett NPAG Clinical Engineering Conference 2011
A few examples….. [2]
Paul A Blackett NPAG Clinical Engineering Conference 2011
Paul A Blackett NPAG Clinical Engineering Conference 2011
Paul A Blackett NPAG Clinical Engineering Conference 2011
Paul A Blackett NPAG Clinical Engineering Conference 2011
-
Paul A Blackett NPAG Clinical Engineering Conference 2011
Railway Safety
Paul A Blackett NPAG Clinical Engineering Conference 2011
Paul A Blackett NPAG Clinical Engineering Conference 2011
Signals Passed at Danger [3]
Paul A Blackett NPAG Clinical Engineering Conference 2011
Paul A Blackett NPAG Clinical Engineering Conference 2011
Tips for good KPIs
[4]
Paul A Blackett NPAG Clinical Engineering Conference 2011
RelevantFocus on the right topics
• What is important to your dept?
• What is it you are wanting to achieve?• What are your core objectives?
The 3 E’s
• Economy (eg cost of repairs this year)• Efficiency (cost per repair)
• Effectiveness (users satisfied with cost of repair)
Tips for good KPIs
Paul A Blackett NPAG Clinical Engineering Conference 2011
Tips for good KPIs
Relevant
BalancedA Balanced Scorecard
• Originally from the private sector
• Four perspectives;
Servi
ce u
sers
Inte
rnal
Man
agem
ent
Con
tinuo
us im
prov
emen
t Fin
anci
al (t
axpa
yers
)
Paul A Blackett NPAG Clinical Engineering Conference 2011
Relevant
Understandable
Balanced
Tips for good KPIs
Easy to understand• Avoid Jargon
• Straightforward
Clearly defined
• How the data is obtained
Verifiable
• Have you the evidence?
Paul A Blackett NPAG Clinical Engineering Conference 2011
Tips for good KPIs
Relevant
Understandable
Balanced
Comparable
My KPI Your KPI
Between Organisations
Over time
My Old
KPI
Paul A Blackett NPAG Clinical Engineering Conference 2011
Relevant
Understandable
Balanced
Timely
Comparable
Tips for good KPIs
Nobody wants to read yesterdays news!
• How responsive are your PI figures?
• Weekly data may be too
late if it takes a week to calculate them!
Paul A Blackett NPAG Clinical Engineering Conference 2011
Relevant
Action focused
Understandable
Balanced
Timely
Comparable
Tips for good KPIs
What are you going
to do with the data?
Don’t stifle
Innovation!
Avoid perverse
incentives
Paul A Blackett NPAG Clinical Engineering Conference 2011
Action focused
If you are setting targets -are they reasonable?
Tips for good KPIs
Is it a pass/fail or is there
some middle ground?
Paul A Blackett NPAG Clinical Engineering Conference 2011
Relevant
Action Focused
Understandable
Balanced
Timely
Comparable
Viewpoint
Tips for good KPIs
Who is the data for?• The Public
• Technical Staff• Your Manager
What are their needs?
Tailor your KPIs to your audience!
Paul A Blackett NPAG Clinical Engineering Conference 2011
Table form
Presenting KPIs
Paul A Blackett NPAG Clinical Engineering Conference 2011
GraphicallyPresenting KPIs
Paul A Blackett NPAG Clinical Engineering Conference 2011
DashboardsPresenting KPIs
Paul A Blackett NPAG Clinical Engineering Conference 2011
From Theory to Practise!
Requirements for Clinical Engineering KPIs
• Simple
• Common functions• Suitable for all to use
• Not onerous to produce
• Allow for local adjustment• Reported once a year
Paul A Blackett NPAG Clinical Engineering Conference 2011
Suggested National Set of Clinical and Medical Engineering KPIs
for discuss
ion!
for discuss
ion!
for discuss
ion!
for discuss
ion!
Service User Internal Management
Continuous Improvement Financial
• Response Time - from requesting phone call to first action.• Time to Completion – from requesting phone call to completed job.
• Scheduled maintenance completion – percentage attempted in a 12 month period.• Repair jobs open for more than 3 months.
• Annual Customer Satisfaction survey
• Time spent on Engineer training – hrs per year
• Annual cost per device
• Annual cost per bed
Paul A Blackett NPAG Clinical Engineering Conference 2011
Response Time
The time taken from the first contact reporting an unscheduled job to
the time that it is first attended to. Measured in days. Expressed as an
average for the financial year.
Option - Exclude non-working days
Option – Categorise into priorities, for example Urgent, Routine, Low
Local Targets set to indicate, KPI met, borderline, or fail
Paul A Blackett NPAG Clinical Engineering Conference 2011
Time to Completion
The time taken from the first contact reporting an unscheduled job to
the time that it is completed. Measured in days. Expressed as an
average for the financial year.
Option - Exclude non-working days
Option - Categorise into priorities, for example Urgent, Routine, Low
Option – Exclude jobs where external influences delay work
Local Targets set to indicate, KPI met, borderline, or fail
Paul A Blackett NPAG Clinical Engineering Conference 2011
Customer Satisfaction Survey
An annual survey should be undertaken to determine user satisfaction
with the service. This survey should be tailored to the organisations
needs.
Pass / Fail
Time spent on Engineer Training
The number of hours over the financial year that a engineers have
been undergoing training or other educational process. Expressed as
hours per full time equivalent.
Option – Categorise into external and in-house providers.
Local target - Compare to other departments
Paul A Blackett NPAG Clinical Engineering Conference 2011
Scheduled Maintenance Completion
The number of scheduled jobs attempted over the financial year.
Expressed as a percentage of those due in that year.
Option – Categorise, eg completed, not available, missing.
Local Targets set to indicate, KPI met, borderline, or fail
Repair Jobs open over 3 months
The number of ongoing unscheduled jobs whose current time to
completion is over 3 months at the financial year end. Expressed as a
simple count.
Option – Exclude incident investigations
Local Targets set to indicate, KPI met, borderline, or fail
Paul A Blackett NPAG Clinical Engineering Conference 2011
Annual Cost Per Device
The average cost of maintaining a medical device over the financial
year. Expressed as cost per device.
State whether systems are considered single devices
Local target - Compare to other departments
Annual Cost Per Bed
The average cost of maintaining a medical device over the financial
year. Expressed as cost per bed.
State type of Trust eg Teaching, Acute, DGH
Local target - Compare to other departments
Paul A Blackett NPAG Clinical Engineering Conference 2011
Finally…a quote…
“We are not in competition with each other. Rather, we are all
striving toward a theoretically correct performance. We each
get to set our own individual goals within the larger scope ..”
Paul A Blackett NPAG Clinical Engineering Conference 2011
[1] http://www.jcaho.org/pms/core+measures/appendixd.pdf[2] https://www.directives.doe.gov/directives/archive-directives/440.2b-EGuide-1a2/at_download/file[3] http://www.rail-reg.gov.uk/upload/pdf/370.pdf[4] http://www.audit-commission.gov.uk/SiteCollectionDocuments/AuditCommissionReports/NationalStudies/archive_mptarget.pdf[5] http://www.hfmmagazine.com/hfmmagazine_app/jsp/articledisplay.jsp?dcrpath=HFMMAGAZINE/Article/data/02FEB2010/1002HFM_FEA_Biomedical&domain=HFMMAGAZINE
Product and Quality Performance Indicators for Services in Engineering. Peter Smithson IPEM Scope. Vol 11#3 Sept 2002
Benchmarking – The new ‘Soldering Iron’ for Effective Equipment Support. Paul Robbins. IPEM Scope. Vol 11#3 Sept 2002
References…
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