BALANCED SCORECARD FOR HEALTHCARE EXAMPLE

––– MERCY HOSPITAL –––

MISSION Our hospital brings health and healing to the community. VISION Our hospital will be the best place to work and get health care.

STRATEGIC OBJECTIVES KEY PERFORMANCE INDICATORS TARGETS INITIATIVES

Demonstrate accountability and efficiency % Alternative level of care patients <15%

FINANCIAL

To sustain our
mission
financially, what % Nursing purchased service worked hours 80%
should our focus
be?
Absenteeism rate <7%

Overall patient satisfaction Overall rating of care 75% good or better rating
STAKEHOLDERS

% Family physicians that receive discharge

Patient perception of quality index 90% Management staff leadership initiative
How should we summaries
appear to our
stakeholders?
Employee and physician engagement As per survey, >50% Develop charter for community group

Community consultation measures Meet 8 of 10

Processes are patient centered, focused on

% Medication reconciliation on admission 95%
quality and patient safety
INTERNAL PROCESSES

Rate of inpatient falls <5%

At which
internal Revamp infection-reporting process
processes should
Surgical safety compliance checklist 98% completed
we excel to better
serve our Converge report form review group
patients?
% Compliance with hand hygiene policy 95% compliant

# Publicly reported infection measures 5 per month

Enhance and maintain a healthy work

Vacancy rate 3%
environment

% Performance development plans % Performance development plans

LEARNING

How should we 80% by end of quarter

better develop completed completed
our systems to Hire new HR lead
serve our # Grievances received and resolved prior # Grievances received and resolved prior to
patients? 5-Apr
to arbitration arbitration

Leader learning development Leader learning development 100% completion rate

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