Measurement Systems and Methods – Balanced scorecard

The process of constructing a balanced scorecard for either financial goal setting or tracking of patient and employee satisfaction can be controversial. For example, a hospital’s financial scorecard provides a snapshot of gathered data for the hospital, but the data may be out of context, which makes it difficult to identify specific problems. It is evident that both scorecards and dashboards have a place in the health care setting; however, will all organizations and accrediting bodies agree on the aspects of implementation, data analysis, and levels of effectiveness?

To prepare:

Consider the various uses of scorecards and dashboards.
Reflect on how these measurement systems and measurement methods impact organizational goal setting in the areas of overall performance and financial stability.
Explore the key indicators involved with scorecards and dashboards as well as the external quality standards to which they are compared.
What do the metrics used in the balanced scorecard and dashboard mean to my organization and nursing practice? Has my organization established goals for these metrics and are they currently being met?

1) Select any setting (Hospital) and describe the extent to which the patient’s experience of care is measured, tracked, and set for improvement goals.

2) Evaluate whether goals at your organization are established for these metrics and whether or not they are currently being met.

3) Describe some of the provocative issues that have or will emerge. For example, what has been the impact of CAHPS or HCAHPS in the setting described (if applicable).