2 activities and a case study. 3200 words in total. Identify 5 measures/Indicators/KPIs for each of these Hospital departments mentioned below Q1) Clinical Departments: (20 Marks) Cardiology...

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Assignment Title
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Class Activity 1
Key performance indicators or measures are essential for every department. It will
provide an outline as what are the crucial areas to measure and how it has impacted on the entire
operations of the hospital. In a hospital, it is critical to set a minimum key performance indicator
to measure the performance of every department. Every operation and segment of the hospital
are crucial, and it has a direct impact on the life of the people. Key performance indicators
provide guidance to every hospital as for how they should improve their business. It indicates
about the deviations present in the various operations of the hospital and provides an appropriate
strategic guidance as how to rectify the overall deviation in the operations.
Clinical Departments
Cardiology:
Following are the five key performance indicators of Cardiology department (Lambie & Mattke,
2004):
 Number of successful heart surgery performed. – Surgery success rate.
 Number of cases complaint against post operation infection – Number of complaints.
 A
ival of aspirin on time and maintains appropriate level of inventory – Inventory of
aspirin and other medicines.
 PCI (Percutaneous Coronary Intervention) therapy in 90 minutes – PCI in 90 minutes.
 Making use of new technology in effective manner by the nurses and physicians in
providing service to the patients. – Efficiency of technology utilization.
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Pediatrics:
Following are the five key performance indicators of Pediatrics department (Goodman, 2014):
 Making complete documentation about the complete history of the child medical
condition. – Some complete documentation.
 Physician knowledge about the dosage guidance and frequency of changes made to the
dosage. – Sometimes change in dosage and medicine prescription.
 Some repeated patients are visiting the hospital for consultations – Number of regular
patients visit.
 Waiting time of the patients for consulting and performing the required diagnosis –
Average waiting time.
 Some cases reported with serious complexities that could have been prevented with early
detection and providing good medicines at early stage – Number of complex cases due to
poor care.
Gynecology:
Following are the five key performance indicators of Gynecology department (Askari, Baghian,
Baghianimoghadam, Mirzaei, & Shafii, 2014):
 A number of repeated and regular patients consulting same doctors – Number of regular
patients.
 A number of successful fertility treatment provided to the patients – Number of
successful treatment.
 Mortality rate during the delivery and gynecology surgery – Mortality rate.
 A number of complaints post gynecology procedures – Number of complaints.
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 Time taken by the doctors to attend the emergency cases – Time to attend emergency
case.
Internal Medicine:
Following are the five key performance indicators of Internal Medicine department (UC Davis
Health, n.d.):
 Waiting time of every patient in meeting the respective specialist – Waiting time.
 Complaints related to improper diagnoses and care – Number of complaints.
 Number of specialist from various specialties available in internal medicine department –
Number of specialists.
 Frequency of meeting and update about the latest medicine and diagnosis method to
provide treatment and assistance to the patient – Meeting frequency.
 Number of patients regularly visits till the course of treatment – Number of regular
patients.
General Surgery:
Following are the five key performance indicators of General Surgery department (Duma, 2002)
 Number of success rate in the surgery – Number of surgery success rate.
 A
angement of blood and other medicines that are related to the patient’s case and
equirement – Delay time in a
anging surgery requirement.
 Accuracy of the start time of the operation procedures – Number of times they began
procedure on time.
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 Number of complaints rose for infection or complication post-surgery – Number of
complaints.
 Waiting time of non-urgent patients for general surgery – Waiting time.
Non-Clinical Departments
Housekeeping:
Following are the five key performance indicators of Housekeeping department (ISS, n.d.):
 Number of times all the areas of the hospitals are cleaned –Frequency of cleaning.
 Number of complaints register due to cleanliness by inpatient and outpatient and their
attendees –Number of complaints.
 Number of hours every employee is working and number of employees engaged in each
department – Number of hours employees working.
 Time taken by the staffs to attend the issues and solve them – Time taken to address
issues.
 Number of staffs allocated for each service and each shift – Number of employees.
Admission / Customer Relations / Reception:
Following are the five key performance indicators of Admission / Customer Relations /
Reception department:
 Time taken by the admission counter to fill the form and provide the requited information
to patient – Time taken for admission.
 Number of complaints related to mismanagement and misguidance of patients – Number
of complaints.
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 Time taken to address the complaints of the patients – Time to solve issues.
 Number of patients attended by the reception in one hour – Patient per hour.
 Number of employees to patient ratio – Employees to patient ratio.
Engineering:
Following are the five key performance indicators of engineering department:
 Number of employees with proficient skills sets to handle the work – Number of skilled
employees.
 Time taken to address the issues after making the complaints – Time taken to handle
issues.
 Number of complaints arises due to non-maintenance or poor maintenance – Number of
complaints.
 Availability of employees during every shift – Employees per shift.
 Frequency of training program conducted by the department – Number of training
program per month.
Bio-medical:
Following are the five key performance indicators of Bio-medical department (McDermott,
2009):
 Cost to revenue ratio that is contribution margin – Cost to revenue ratio.
 Number of quality issues rose from the products – Number of quality issues.
 Time taken to complete one task – Time taken for task completion.
 Number of employees involved in the department – Number of employees.
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 Productivity of every employee – Productivity.
Human Resource:
Following are the five key performance indicators of Human Resource department (Miyake,
2015):
 Retention ratio of various employees across the department – Retention ratio.
 Number of doctors and nurses to the patient ratio – Doctors and nurses to patient ratio.
 Salary competitiveness ratio – Compensation ratio.
 Level of motivation and productivity of every employee – Number of patients attended
per hour.
 Cost related to the human resources that is including permanent, temporary and
contractual employees – Cost of human resource.
Marketing:
Following are the five key performance indicators of Marketing department (Edgecomb, 2016):
 Cost incu
ed in marketing to the revenue ratio – Cost to revenue ratio.
 Increase in the number of patients visiting the hospital – Increase in patient visit.
 Brand equity and increase in the popularity of the hospital – Increase in likes in social
media.
 Number of online enquiry and comments shared by the patients in online – Online patient
discussion.
 Retention of patients – Number of regular patients.
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The above provided are basic and critical key performance indicator for both the clinical
department and non-clinical department of the hospital. It is essential to evaluate both the clinical
and non-clinical department of the hospital. The main reason for evaluating the non-clinical
department key performance indicator is that performance of non-clinical department is highly
co
elated with...