Key Performance Indicators For T & L Medical Transportation Service Matches Customer Expectations Essay

The surveying process looks at a facilities or organization’s performance in important performance standards. Performance standards for patient safety and rights, treatment and medication safety, and infection control are the main focus. The standards used to evaluate organizations are developed working closely with those people with the best knowledge to develop them, the healthcare experts, providers, and the consumers of the care-the patients.

Quality of service should be one of the most important and well monitored goals for any medical facility, from your small town family doctor’s office, to nursing and rehabilitation facilities, all the way to large hospital systems. The quality of service provided in a facility doesn’t just affect the patients. Quality of service also affects the bottom line, or whether or not the hospital system is profitable. In order to better access the system’s current quality of service and to devise improvement plans I would need to explore issues that have significant effect on quality of care such as, patient satisfaction and retention, medical errors

Health care managers need to improve quality services in health organizations. To improve these quality services they have to use methods that are proven helpful in the QI process. For example, Six Sigma is used to display and measure quality improvement data. It is also used to measure

Developed and monitored success via call center metrics (KPI 's). Responsible for operation goals, developing, analyzing, and reporting call center metrics.

The second concept is the patient satisfaction of the services that are provided at different medical facilitates. Some indicators for patient satisfaction are the number of patients that took patient satisfaction surveys and the number of comments from patients that wanted to see changes. More variables of

Data collected provides the health care organization, providers, administrators and the patients with valuable information. Tools assist the organization by measuring the performance data that provide the information to improve the patient experience and improve their care. These tools engage the organization in self-evaluation on an ongoing basis. These tools also provide and effective method of containing costs and provides the means to meet the regulatory requirements to improve quality care. Tools allow organizations to provide a

Quality measures are tools that help us measure or quantify healthcare processes, outcomes, patient outreach, and organizational structure and/or systems that are associated with the ability to provide high-quality health care and that relate to one or more quality goals for health care. These goals include: effective, safe, efficient, patient-centered, equitable, and timely care.

More methods are being created and taken place to ensure, inspect, repair and correct performance where it is needed to do so. MCOs have developed a new status quo of improving and performing better every year with tools such as the “Quality Drivers of Care” (Miller, 2004). One of these tools, perhaps the most important one, is the voluntary accreditation of MCOs by organizations such as the National Committee on Quality Assurance, the Joint Commission on Accreditation of Healthcare Organizations, and the Utilization Review Accreditation Commission, among others. While MCOs are not required to do so they choose to, to show the industry that they are being assessed in the quality and service they provide and that improvements are in fact being made. They are also drivers in effectiveness and quality assurance as MCOs now find themselves competing amongst each other not only on costs but also on their effectiveness.

In any continuous quality improvement effort, measurement is the key element (Sollecito, & Johnson, 2013). “Measurement and statistical analysis are used to assess the impact of an improvement effort” (Sollecito & Johnson, 2013). To Measure the impact of the program, the hospital utilized a departmental quality improvement assessment with a scoring matrix for self-assessment (McLaughlin, et. al., 2012). The scoring matrix consisted of five category ratings which each department head had to complete. Univer4sal Charting and Resource Utilization were also used for measurement (McLaughlin, et. al., 2012).

The purpose of this paper is to discuss the methods used by a local health care facility, Southwest General Hospital, to evaluate and monitor healthcare quality data. Quality measurement in health care is the process of using data to evaluate the performance of health care providers against recognized quality standards (FamiliesUSA, 2014). The measuring of quality plays a vital role in the creating, maintaining, and managing of the data that this healthcare facility aims in focusing on quality of health care.

Measurement is fundamental in my organization success. With the new healthcare regulations is it is imperative for my company to have measurements in place in order to gauge the quality of healthcare that is being giving to patients. The following is the areas the organization looks at overall.

(including overuse, underuse, and misuse or even abuse); and measure of volume and levels of procedures for which there is some evidence that a greater volume and increased level of procedures are associated with lower rate of mortality. These indicators are provided to the community for public consumption and are used by patients and their relatives to make informed decisions about who and where healthcare may be sought and provided.

Ramias and Wilkens’ state that the starting point in developing metrics is to understand the expectation of the customer. Upon review of the data compiled by the PSI team, customers expect accuracy and timeliness. Therefore, most of the metrics developed below focus on measuring the two expectations and, I believe, are essential to managing the prescription fulfillment process at CVS.

Service Quality as described by (William G. Zikmund, 1993) “is the degree to which the performance of service provider’s matches customer expectations. It can also be defined as those essential characteristics of a service that measures its excellence”.

How is process improvement important to achieving transportation excellence? How might process improvement be extended to other areas of logistics planning?