Context: 24 month program to roll-out visual performance monitoring to front line hospital staff
Scope: many change programs lack the ‘hard-wiring’ of KPIs from Board room to front line teams. However, during this successful client engagement, Medteryx worked with multiple hospital sites and front line teams (clinical and non-clinical) to tightly link Group strategy with day-to-day improvement tasks and to upskill the organisation in visual reporting techniques
Clinicians mandated a ‘balanced score card’ approach focusing on Quality, Patient Satisfaction, and Capacity improvement
Dirty data were common and required error reporting scripts and staff training to correct
Skills training was required for front line team members around principles of continuous improvement, importance of fact based analysis, and delivering value for money outcomes.
Sustained frontline engagement evidenced by team members owning and plotting their own results for each KPI on a daily basis
Hospital management reporting system updated so that each KPI takes no longer than 2 minutes to chart on a daily basis -eg by theatre tech or ward clerk
Buy-in and ownership by front line staff in change program to achieve ‘service excellence’
Broad based improvement across a range of KPIs between 5% to 50%.