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 %

PERSPECTIVES ScoreQ1Q2Q3Q4 Ave. FINANCIAL 25 % INTERNAL BUSINESS 25 % CUSTOMER PERSPECTIVE 25 % 22.5 INNOVATION & LEARNING 25 % SCORE 100 %

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% INDICATORSSCORE 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% INDICATORSSCORE 10. IMPLEMENTATION OF SOPS /POLICIES IN THE VARIOUS SPECIALTY / SUBSPECIALTY DEPARTMENTS IMPLEMENTATION OF CLINICAL PRACTICE GUIDELINES / CLINICAL PATHWAYS BASED ON DIFFERENT SPECIALTY/ SUBSPECIALTY SOCIETIES ER RESPONSE TIME OPD RESPONSE TIME FUNCTIONAL HOSPITAL COMMITTEES RELIABLE MEDICAL RECORDS COMPREHENSIVE PATIENT CLASSIFICATION 5

INDICATORS PUBLIC ASSISTANCE COMPLAINT UNIT- RESPONSE TIME PACU– PERSONNEL PERFORMANCE PACU– HOSPITAL FACILITIES HOSPITAL PERSONNEL SAFETY SATISFACTION SURVEY (EXTERNAL-IN-PATIENT) SATISFACION SURVERY (EXTERNAL-OUT-PATIENT SATISFACTION SURVEY (INTERNAL) CUSTOMER PERSPECTIVE Score / 35 = 25 %

INNOVATION & LEARNING PERSPECTIVE score /40 = 25 % INDICATORSSCORE 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 % INDICATORSSCORE 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 Management 25% DOH Central Office DBM COA Standards Customer Perspective 25% 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 Reports Review 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 Affiliates Networking Activities – GOs, NGOs Religious/ Civil Society Staff Development to be combined with Continuing Education for Supervisors- Human Resource Plan at all levels Compliance with Issuance & Guidelines of HHRDS/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 Time Public Information Desk Hospital Statistics/ Indicators

REGIONAL HOSPITAL SCORECARD FINANCING 25 % Budget Allocation PHIC Non-PhilhealthRevolving Funds Other IncomeDonations 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