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Selection of Organizational Performance Measures and Their Ability to Promote the Strategic Priorities of the Dewitt Health Care Network

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Final rept. Jul 2004-Jul 2005

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In the spring of 2004, The DeWitt Health Care Network reconfigured its governance structure and identified five strategic priorities. The priorities were as follows provide quality and timely garrison health care services, maintain readiness requirements, match resource planning and execution to mission, develop and leverage IMIT opportunities throughout the DHCN, and ensure the quality development of the new facility. Following this change, the organization did not have a method to gauge the performance of the new structure and assess progress toward its strategic priorities. The purpose of this study was to develop a method to objectively monitor the performance of the new governance structure and track strategic organizational improvement. The study identified 12 objective measures and tracked the performance of 11 measures over 5 months. The objective measures were overall DHCN patient satisfaction, primary care provider productivity, open primary care appointments, overall satisfaction with phone service, DHCN dermatology referrals, DHCN PROFIS provider training, individual readiness, total Relative Value Units RVU, third party collections, primary care patients per hour, primary care Integrated Clinical Database ICDB usage, and new hospital contract modifications. Three criteria were used to select the measures executive level initiative, leverage for improvement, and strategic support. The study demonstrated performance improvements in 6 of 11 measures. At the conclusion of the study, two measures no longer met the criteria used in the selection process. The remaining 10 measures were found to hold value in monitoring the organizations governance structure and strategic performance. The study suggests that continued monitoring of the measures would enable the implementation and maturity of executive initiatives, thereby providing a more meaningful view of strategic performance.

Subject Categories:

  • Administration and Management
  • Medicine and Medical Research
  • Medical Facilities, Equipment and Supplies

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