HOSPITAL SCORECARD

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

STEPS IN DOING the HOSPITAL SCORE CARD

STEP 2: DETERMINE STRATEGIES

•Strategies help in realizing the VISION and MISSION of the organization

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

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

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.

FINANCIAL PERSPECTIVE 25%

CUSTOMER PERSPECTIVE 25 %

INTERNAL BUSINESS PERSPECTIVE 25 %

INNOVATION &LEARNING PERSPECTIVE 25 %

PERSPECTIVESScore Q1 Q2 Q3 Q4 Ave.

FINANCIAL 25 % 18.5 17.25

INTERNAL 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

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%

INTERNAL BUSINESS PERSPECTIVE score / 85 = 25%

INDICATORS SCORE

1. GROSS DEATH RATE 5

2. NET DEATH RATE 5

3. MATERNAL MORTALITY RATIO 5

4. NEONATAL DEATH RATE 5

5. GROSS INFECTION RATE 5

6. NET INFECTION RATE 5

7. CESAREAN SECTION RATE 5

8. OCCUPANCY RATE 5

9. AVERAGE LENGTH OF STAY 5

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 5

13. OPD RESPONSE TIME 5

14. FUNCTIONAL HOSPITAL COMMITTEES 5

15. RELIABLE MEDICAL RECORDS 5

16. COMPREHENSIVE PATIENT CLASSIFICATION 5

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 %

INNOVATION & LEARNING PERSPECTIVE score /40 = 25 %

INDICATORS SCORE

1.INNOVATION OR SPECIAL PROJECTS FOR PATIENT CARE

5

2.ACCREDITED TRAINING PROGRAMS 5

3.PASSING RATE OF RESIDENT TRAINEES 5

4.NETWORKING ACTIVITIES 5

5.STAFF DEVELOPMENT 5

6.CONTINUING EDUCATION for SUPERVISORS 5

7.TRAINING CALENDAR OF ACTIVITIES 5

8.RESEARCH AND STUDIES 5

INNOVATION & LEARNING PERSPECTIVE score /40 = 25 %

INDICATORS SCORE

1.INNOVATION OR SPECIAL PROJECTS FOR PATIENT CARE

5

2.ACCREDITED TRAINING PROGRAMS 5

3.PASSING RATE OF RESIDENT TRAINEES 5

4.NETWORKING ACTIVITIES 5

5.STAFF DEVELOPMENT 5

6.CONTINUING EDUCATION for SUPERVISORS 5

7.TRAINING CALENDAR OF ACTIVITIES 5

8.RESEARCH AND STUDIES 5

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

MEDICAL CENTER SCORECARD

INTERNAL BUSINESS PERSPECTIVE 25%

Review additional indicators from HOMIS/DOH ReportsReview individual hospital data and compare with NCHFD values/ classification

EAMC

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

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 levels

Compliance with Issuance & Guidelines ofHHRDS/DOH/CHED/Professional Societies

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

REGIONAL HOSPITAL SCORECARD

SERVICE DELIVERY 25 %

Patient Satisfaction Survey ER/OPD Response TimePublic Information Desk Hospital Statistics/ Indicators

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

REGIONAL HOSPITAL SCORECARD

REGULATIONS 25%

Land Title Insurances Compliance to Licensing Accreditation to PHIC ( Fire, Waste Management)

Price Monitoring CQI