LD5 MEASUREMENT SYSTEMS AND METHODS

You are a DNP-prepared nurse working at a hospital focused on improving patient satisfaction. After receiving care at your hospital, patients are provided a scorecard to survey their patient experience. The patient surveys range in questions from wait time to effectiveness of care, and these surveys provide your hospital with a scorecard indicating how the hospital is performing against these metrics. Upon reviewing the scorecards, you are able to highlight areas of improvement and areas of success, however, you find the responses are often difficult to analyze, as there are a wide range of responses, and there are many variables.The process of constructing a balanced scorecard for the tracking of patient satisfaction can be controversial. For example, a hospital’s patient satisfaction 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 healthcare setting; however, will all organizations and accrediting bodies agree on the aspects of implementation, data analysis, and levels of effectiveness?

For this Discussion, you will explore key indicators involved with the use of scorecards and dashboards for tracking organizational performance. Reflect on a particular healthcare organization or nursing practice with an established scorecard or dashboard measuring patient experience.

Review the Learning Resources for this week, and reflect on how a healthcare organization or nursing practice setting uses scorecards and dashboards.
Select any healthcare organization or nursing practice setting that has an established scorecard or dashboard measuring patient experience and improvement goals.
Be sure to obtain an example of the scorecard or dashboard from the healthcare organization or nursing practice setting (you selected) for this Discussion. (Use Adult Mental Health Clinic)
Reflect on how these measurement systems and measurement methods may 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.
Reflect on what the metrics used in the balanced scorecards and dashboards might mean to your specific organization and/or nursing practice. Has your organization established goals for these or similar metrics and are they currently being met? Why, or why not?

Post a brief description of the healthcare organization or nursing practice setting you selected. Summarize the measures on the scorecard or dashboard in which patient experience of care is measured, tracked, and used to set improvement goals. Be specific. Explain whether goals at your organization are established, for these metrics you reviewed, and whether or not they are currently being met. Then, describe the potential impacts of meeting or not meeting these metrics for your healthcare organization, and explain why. Be specific and provide examples.

resources
Nash, D. B., Joshi, M. S., Ransom, E. R., & Ransom, S. B. (Eds.). (2019). The healthcare quality book: Vision, strategy, and tools (4th ed.). Health Administration Press.

Chapter 9, “The Patient Experience” (pp. 233–251)

Centers for Medicare and Medicaid Services. (2020). HCAHPS: Patients’ perspectives of care survey Links to an external site.. https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/HospitalHCAHPS