Key Performance Indicator

AKA “KPI”A Measure used to evaluate the success of

a particular activity.

Key Performance Indicator• KPIs Must Be…

• Specific• Measurable• Achievable• Relevant• Timely

• Our KPIs fall into 5 Categories• Finance

• Operating Margin (Revenues Less Expenses)• People• Service• Quality• Growth

90 Day PlansYearly Goal

KPI Metric

90 Day Goal

KPI Metric

Action Steps

Tasks/Projects Manage Up Level Results

QUALITY

Patient Satisfaction TBD

Target until July 1 is return rate of >20%

Discuss importance of encouraging patient’s to complete surveys at clinic managers meetings, medical directors meetings, COR meetings, Deans and Chairs meetings.

Work with Karen Mulkey on other communication avenues.

Set as KPI for Clinic Managers.

Orient managers and other leaders in use of Press Ganey results.

1

PercentageHigher is better

17.5% February

5 is 30%4 is 25%3 is 20%2 is 15%1 is 10% or below

Establish target for satisfaction goals once baseline is known to be used beginning July 1, 2012

Work with Leadership to review baseline surveys and set goals for 2012-2013

3 Goals set by leadership

Press Ganey Survey Response RateFebruary

Sample Group

Not Returned

Returned Undeliverable Mailed Response Rate

All 829 176 66 1071 17.5

Patient Perception of Care

CAHPS Jan '12 Feb '12 Mar '12 Apr '12 Top Box Top Box Top Box Top Box

See provider within 15 min of appt 75.8 ▼ 77.9 ▲ 79.4 ▲ 80.8 ▲Rate provider 0-10 84.8 ▼ 77.2 ▼ 82.5 ▲ 81.5 ▼Recommend this provider office 84.8 ▼ 85.3 ▲ 85.7 ▲ 81.5 ▼Access to Care 46.5 ▼ 52.0 ▲ 56.4 ▲ 46.6 ▼Test Results 66.7 ▼ 69.5 ▲ 86.2 ▲ 72.7 ▼Physician Comm Quality 86.2 ▼ 89.1 ▲ 90.3 ▲ 93.8 ▲Office Staff Quality 90.9 ▲ 83.1 ▼ 85.6 ▲ 90.7 ▲

Graduate Medical EducationGME Scorecard Project

Ronald Saizow, MDAssociate Dean for Academic Programs

Meredith Davison, PhDAssociate Dean for Academic Services

Melissa RileyCoordinator, Graduate Medical Education

Connie TranthamProject Manager, GME and UME

GME Residency and Fellowship Programs

ResidenciesEmergency Medicine

Family Medicine – TulsaFamily Medicine – Rural

Internal MedicineMedicine/Pediatrics Combined

Obstetrics and GynecologyPediatricsPsychiatry

Surgery

FellowshipsFamily Medicine - Sports

NephrologyOrthopedic Trauma

Coming SoonAddiction Medicine

Child PsychiatryUrology

Vascular Surgery

Goals of the GME Programs• Recruit high quality candidates from LCME Medical

Schools

• Meet ACGME educational requirements

• Produce well-trained physician graduates who • Deliver high value / high quality medical care• Meet the needs of our community and region• Meet requirements for Board certification

The GME Scorecard Can Help us Monitor and Present Key Performance Factors to Effect Process Improvement

• A national trend

• Varying Metrics

• Measuring the important things to effect process improvement

What’s on our Scorecard?• ACGME annual resident survey results• Resident duty hours compliance• Faculty supervision and teaching• Evaluation of residents and the teaching program• Academic performance and scholarship• Graduate outcomes on Board certification exams• Clinical performance• Faculty development, qualifications and numbers• Program director compliance with accreditation

requirements• Stability in program leadership• Length of accreditation cycle• Resident selection factors

Individual Program Scorecard with Weighted Scores

The Evolution of our GME Scorecard2009-2010 Academic Year• Researched scorecard processes at other universities• Developed our first GME scorecard• Solicited feedback from members of the GMEC

2010-2011 Academic Year• Broadened the scope of key performance factors on the

scorecard• Implemented a mid-year resident survey• Redesigned the format to be easier to visualize and interpret• Sought additional feedback from GMEC members and SCM

leadership

2011-2012 Academic Year• Surveyed residency program directors regarding weights of key

performance factors• Added weighted scorecards for individual programs

Future Enhancements• Apply statistical analysis to improve understanding

of data

• Addition of new measures for quality of resident recruitment

• Alignment with Next Accreditation System (NAS) which is being rolled out by ACGME over next two years

GROWTH – Wayman Tisdale Specialty Clinic

GROWTH – Wayman Tisdale Specialty Clinic• Timeline

• Primary Care July 2012Partnership with OU Med/Peds Residency Program and Morton

• Bedlam E July 2012• Urgent Care July 2012

If a funding stream can be identified.• Specialty Care January 2013• Approx. 10,000 SQFT Shell Space

• Funding• Unspent construction budget• State / philanthropic opportunities• Newly insured patients by 2014

• Staffing• OU staff• Morton staff