CUSTOMER SERVICE/ RECEPTION

10
CUSTOMER SERVICE/ RECEPTION
 INDICATOR
Average time handling ensuring that the average time taken by a patients in the facility is short
and should include client satisfaction
the average time to acees the services should be atleast 2 to 3 minutes

Adherence Ensure and adherence of 90-95% of schedules and time breaks since non
adherence can impact service levels within the facility

Customer satisfaction score Ensure patients rate their satisfaction on a given scal le (1-5) through entire
service provision

Repeat contact rate Ensuring that unresolved queries from same customers are minimal
and increasing an ation plan torwads 90% resolving rrate

First contact resolution Ensuring that over 80% of customer inquiries are fully resolved In the first
interaction without needing callbacks or transfers.

Wait time/queue length Confirm the amout of time taken by a patient to access the next service since
long waiting time can affect customer expectations.

Customer Engagement Metrics Track metrics related to customer engagement,

such as website visits, social media interactions, and email open rates.

Customer Retention Rate Ensure Percentage of customers retained over a specific period is increasing
from time to time

Net Promoter Score Measure of customer loyalty and willingness to recommend the service to others

Service Level Agreement Percentage of customer inquiries or requests resolved within the agreed-upon SLA
(SLA) Compliance
 ASSESSMENT
Get feedback from client about customer service and the waiting time
Obtained a report from the custmoer service points about clients who reported and their feedback/complian

Tracking the adherence rate and always aims for higher rates
Direct questioning of clients about services

rough entire Monitoring the patient satisfaction scale to ensure easy tracking of gaps that need to be attended to.

Satisfaction rate should be maintained at 90% rate.

Monitor the rate at which customer queries are being received and how the rate at which they are attended
Follow up with the customers to ensure they are satisfied with the feeback.

d In the first Track the rate at which customer needs are attended to one the report in the reception point.
obtain monthly report from the receptionist about customer complains and feedback

service since calculate the amount of time taken by a patient/customer to access the service the need up to the time the le
it should work in line with the service charter.

Monitor trends in customer engagement to assess the effectiveness of communication and marketing effort

is increasing Monitor customer churn rates and track changes in customer retention.

e service to others Calculate the percentage of promoters (highly satisfied customers) minus the percentage of detractors (unsa

e agreed-upon SLA Monitor adherence to SLAs for response times, resolution times, and other service metrics.
heir feedback/complians

be attended to.

hich they are attended to.

ed up to the time the leave the facility

n and marketing efforts.

tage of detractors (unsatisfied customers).

ADMINISTRASTION

INDICATOR
1 Timelines and responsiveness Ensuring that work is delivered on time,and responds quickly to
requests,inquiries and feedback from both th the executive, share
and subordinates.

2 Accuracy and quality Ensuring that the work produced is error free and high standars w
and meets the requirements of the executive and

3 Innovation and improvement Ensures seeking new ways to enhance the quality, effeciey or eff
of administrative tasks, implementing changes and offering solu
issues and challenges

4 Cost effectiveness and Ensures that the resources are used wisely and efieciently and fo
budget adherence budget guidelines and the limits set by the executive

5 Collaboration and communication Ensures that the executive/admistration works well with employ
informatioon and also communicates clearly and professionally

6 Professionalism and ethics ensures that the administrator behaves res honestly
follows policies, procedures and standardsof the executive and th

7 Strategic Initiatives Implementation Ensure that specific rate of strategic initiatives completed on sch

8 Compliance with Regulatory Standards Ensure 98% rate of compliance with healthcare regulations and
accreditation standards

9 Operating Margin: Ensure the ratio of operating income to total revenue is balanced

10 Patient Satisfaction Score Ensures that 90% of patients are satisfied with overall hospital e
 ASSESSMENT
nd responds quickly to measure/track to amount of timeme taken towards task completion, turn around time f
th the executive, shareholders

ree and high standars work track the number and types of errors, mistakes or complains that occur in administrati
stakeholders.
the lower the rate the higher the rate of accuracy and quality.

quality, effeciey or effectiveness track the number and types of suggestions, initiatives or project that the executive pro
nges and offering solutions to

and efieciently and follows measurement of incurred expenses in the executive office, administration tasks scu as

orks well with employees and shares tracking down the frequency and quality of interactions, feedback and the reports that
rly and professionally with stakeholders.

courteous and respectively tracking down the number and types of compliments recongnition, or the awards that
of the executive and the organisation.

tives completed on schedule Monitor progress on strategic goals and objectives.

hcare regulations and Conduct regular audits and reviews to ensure adherence to standards

tal revenue is balanced Measure financial sustainability and efficiency of hospital operations.

with overall hospital experience Conduct regular patient satisfaction surveys or feedback collection.
Monitor trends in satisfaction scores and identify areas for improvement.
 on, turn around time for responding to messages and calls and the level of satisfaction to clients.

at occur in administrative duties, such as scheduling, correspondence and reporting.

that the executive proposes or participates in and the outcomes/benefits they generate. The higher the number and impact of inn

inistration tasks scu as equipment, supplies and travel.

ck and the reports that the administrator has with executive and shareholders and the level of trust and rapport they buld.

ion, or the awards that the administrator recieves or gives and the number of conflicts complains or violations that he resolves/av
mber and impact of innovations and improvements the higher the innovation and improvement.

port they buld.

ons that he resolves/avoids.

NURSING OFFICERS

INDICATOR
1 Patient satisfasction Ensure that patient needs and expectation are well metand atleas
are well served and contented with the services.

2 staff to patient ratio Ensure that the required ration of nurse to patient is adhrered and
minimal work overload on the available staff.

3 medical/ treatment errors Ensure the right treatment is provided to the patient and coorect
for reference incase of claims/cases

4 response time to patient requests maintain a continous response rate 2 to 4 minutes of patients req
or offer altenative solution where one plan fails

5 quality of nursing care ensure that patients are satisfied with the healthcare services pro
the nursingg staff and atleast 90% satisfied.

6 patient follow up ensures that patients follow up is well planned for and done acc
and callling them to inquire about their progress or updates abou

7 patient care hours ensures that patients get the right amount of care they need thro

8 Compliance with Regulatory Standards 98% rate of compliance with nursing regulations and accreditatio

9 Patient Outcomes: Ensure patient outcomes related o nursing care (e.g., falls, pressu
are well put into consideration

10 Nursing Leadership Effectiveness Ensure feedback from nursing staff on leadership

support, communication, and decision-making.

11 Patient Care Coordination Ensure timeliness and effectiveness of care coordination among
and interdisciplinary teams.

12
 ASSESSMENT
are well metand atleast 90% track down the number of patients who have received services from the hospital and c

patient is adhrered and there is calculate the number of patients in the faclity and obtain a record of then nurses work

he patient and coorect record is taken track down how many case/claims/mistakes and the process of ensuring they are well

minutes of patients request and track the time taken by patients to get their request served and if the desired expectatio

healthcare services provided by track down patients and enquire them about the service they have received
monitor how patient complains about health care are being handled by the nurses and

nned for and done accaccordingly calculate the number of patients who received service and how many received a follo
ogress or updates about clinics.

of care they need thro. calculae the amount of time nurse have to spend with patient and be able to track dow

lations and accreditation standards. Conduct audits and reviews to ensure adherence to standards.

care (e.g., falls, pressure ulcers, infectionsMonitor trends in patient outcomes and assess the impact of nursing interventions.

Conduct surveys or feedback sessions to gather input from nursing staff.

e coordination among nursing Monitor communication and collaboration between nursing and other healthcare profe
from the hospital and calculate how many were satisfied with the services the were provided with.

ord of then nurses work program/shift and regulate accordingly.

ensuring they are well handled to prevent future incidents form reccuring.

f the desired expectation is achieved. Direct inquiry from the patient.

ve received
dled by the nurses and rate them.

many received a follow up call from the hospital

nd be able to track down the progress of the patient.

rsing interventions.

d other healthcare professionals.

CLINICAL OFFICERS

INDICATOR
1 Clinical Care Quality 98% adherence to clinical guidelines and evidence-based practic

2 Medication errors ensures that tmost common medication errors are minimized
and mantaining a 95% error free

3 Patients safety incidents Ensure number of adverse events, near misses, and sentinel
events related to cliniical care are considered

4 Patient Satisfaction with Clinical Care ensure a 90% of patients are satiare met atleast 90% and above
the care provided by clinical officers.
5 Referral Management Ensure timeliness and appropriateness of patient referrals
made by clinical officers

6 Professional Development and Training Ensure 80% of clinical officers participating in continuing
of clinical officers participating in continuing
7 Clinical Documentation Accuracy: 90% adherance to clinical documentation completed accurately
in a timely manner.
8 Workload Management Ensure the number of patients seen or cases managed per
clinical officer per day can be traced/noticed

9 Patient Education and Counseling Ensure 98% of patients receiving education and counseling on
and treatment plans.

10 Continuity of Care Ensure timeliness and effectiveness of care coordination

and follow-up by clinical officers.

11 Clinical Decision Making Ensure appropriateness and effectiveness of clinical

assessments and treatment plans
 ASSESSMENT
evidence-based practices. Monitor compliance with treatment protocols and clinical standards.

rors are minimized measure ththe number of time medication errors/mistakes in prescribing medicine for both inpati
and ensuring increased accountability and keenness to medication process.

sses, and sentinel Track patient safety incidents and investigate root causes.

least 90% and above Conduct regular patient satisfaction surveys or feedback collection.

patient referrals
Monitor referral patterns and outcomes.

ing in continuing calculate the mortality rate and ensure clinicial measures are taken to reduce the death rates.

completed accurately and Conduct audits to assess documentation quality and completeness.

es managed per Monitor workload to ensure appropriate staffing levels and workload distribution.
Identify opportunities to optimize efficiency and productivity without compromising quality of c

on and counseling on Assess patient understanding and compliance with treatment recommendations.

e coordination Monitor communication and collaboration with other healthcare providers.

Monitor adherence to clinical guidelines and best practices.

medicine for both inpatient and out patient.

reduce the death rates.

mpromising quality of care.

CATERING

INDICATOR
1 Patient satisfaction on dietary ensuring that a satisfaction rate of 95% on quality,appearance, f
services temperature and pa latability of food services

2 food related incidentsts and ensruring that food provided to patients is safe for comsuption, h
overall food safety and 99% satisfactory. Error free

3 Meal Delivery Timeliness ensuring that patients food is served on ti ime and ensuring 100%
to patients feeding program

4 Meal Variety and Innovation Ensure that thereare a number of menu options available to patie

5 Vendor Performance Ensure 98% evaluation of vendor performance in terms of

quality, reliability, and cost-effectiveness.

6 Compliance with Dietary Guidelines 99% rate of compliance with dietary guidelines and recommenda

7 Customer Feedback Ensure feedback from patients, visitors, and staff on the quality o

8 Staff Training and Competency Ensure 98% of catering staff are with up-to-date training in food

9 Nutritional Quality Ensure assessment of nutritional content and balance of meals se

10 Menu Compliance Ensure 95% of meals served according to prescribed dietary rest
and preferences
 ASSESSMENT
quality,appearance, fplate presentation measuring patient andnd staff satisfaction through interviews, feedbacks

safe for comsuption, hygienic conduct thorough food inpection process and quality monitoring as a key aspect to pre

ime and ensuring 100% adherence effective monitoring and coordination of patients diet and compliance to patient feedi
Monitor meal delivery schedules and turnaround times

tions available to patients and staff. Monitor meal variety and rotation to prevent menu fatigue.

ance in terms of Monitor vendor compliance with contractual agreements and service level agreements

elines and recommendations Conduct regular audits and reviews to ensuexpense and reduce resource misuse.

nd staff on the quality of food and service Utilize surveys or feedback mechanisms to gather input.
Analyze feedback to identify trends and areas for improvement.

to-date training in food safety and hygiene Monitor staff competency and adherence to standard operating procedures.

nd balance of meals served. Monitor compliance with dietary guidelines and nutritional standards.

prescribed dietary restrictions and Monitor adherence to prescribed diets and meal specifications.
g as a key aspect to prevent food related diseases

pliance to patient feeding schedule.

ervice level agreements.

esource misuse.

procedures.
HOUSEKEEPING

INDICATOR
1 Waste management ensures the efficacy of hospital waste management system
and the ability of the housekeeping staff to maintain clean and
hygienic environment for patient.

2 Equipment and supply management ensures the availability and proper fuctioning of equipment and
supplies used by the housekeeping staff.

3 Patient satisfaction determines how patients are satisfied with the hygiene and
cleaniliness in their ro rooms at 95% rate.

4 Turn around time measures time taken for house keeper to clean a room once
the patient has been discharged.

5 Cliniliness compliance the extend to which the hospital rooms, public area and other
places are kept clean and hygienic.

6 Cleaning Supplies Usage Quantity of cleaning supplies used per occupied room.

7 Maintenance Response Time Ensure the average time taken to address maintenance requests
is short not more that 24hrs

8 Health and Safety Compliance 99% adherence to health and safety regulations and standards

9 Occupancy Rate Ensure a clean record of the occupccupancy rate and the available
rooms for patients
 ASSESSMENT
ment system can be measured by tracking down the waste generated and disposed off as
aintain clean and well as numbers of waste related incidents.

of equipment and measures by tracking down the number of equipment failures and sipply shortages
and the total time taken to resolve these issues.

hygiene and measured by patient surveys or tracking down the number of complained recievef from the house keepin

n a room once measured by the ability of housekeeper to take shortest time posibble to clean or prepare a room

c area and other measured bby conducting random spot checks, and identifying the area that meet the ecpected complianc

Monitor usage patterns and identify opportunities for efficiency improvements.

ntenance requests Monitor responsiveness to guest complaints and maintenance needs.

ns and standards Conduct regular inspections and audits.

ate and the available Measure daily or weekly occupancy rates

ef from the house keeping department.

r prepare a room

t the ecpected compliance rate of 80%

ACCOUNTS

INDICATOR
1 Days in account recievable AR ensures that the average number of days taken to collect paymen
from patienents and insurance companies are reduced.
ideally unders 45 days.

2 revenue per available bed ensures that the hospitals ability to generate income is based
on the available bed

3 net patient revenue (NPR) the ability of the hospital to comply 100% towards generation
of revenue form both out patient and inpatient se
ensures hospital financial performance it stable.

4 operating margin ensures that the hospital is able to generate revenue from its
operations.
a stable operating margin has to be 2% to 5%.

5 labor expense as a percentage of maintain a constant percentage oof cost as sociated with
operating revenue operations within the facility

6 cash flow maintainance ensure that there is a good balance between income and
outflow on a given period of time , weekl, monthly, annually

7 adherence to budget avoid budget over run and stay within the planned budget.
95% adherence rate to mininize unncessary expenses.
8 billable hoours and accuracy ensure error free invoices and bill where appropriate and focus
on 95%accuracy rate.

9 Customer Satisfaction financial statements from internal stakeholders/departments

should be 90% safistactory

10 Compliance with Regulatory Standards 98% rate of compliance accounting regulations

11 Financial Accuracy Ensure 98% of financial statements and reports without

material errors

12 Timeliness of Financial Reporting Ensure 90% of financial reports are issued within the designated
timeframe
 ASSESSMENT
aken to collect payments track down when payments form patients and insurance companies were made and ensure contin
re reduced.

te income is based calculated by dividing the total revenue with the number of beds, high revenue indicates that the

towards generation measured by subtracting hospital contractual allowances, bad debt, charity care from its gross pa
services

e revenue from its balance between positive operating margin and negative operating margin and work on healthy o

sociated with caclulate the amount of expenditures that the facity has and compare with the total revenue gene

n income and perform financial check regulary to maintain the cash flow game. Income must be higher that ou
monthly, annually

planned budget. plan for what the faclity has interms of income and study on how to avoid cost overun.
y expenses.
ppropriate and focus track down all the services that a patient has used and produce an invoice backed up by required

lders/departments Utilize surveys or feedback mechanisms to gather input

Conduct audits and reviews to ensure compliance

ports without Conduct regular reviews and reconciliations to ensure accuracy.

d within the designated Monitor adherence to reporting deadlines (e.g., monthly, quarterly, annually).
made and ensure continous update is received from the accounts.

enue indicates that the facilility is effectively utilizing its resources to generate revenue.

y care from its gross patient revenue.high net patient revenues indicates that the hospital is fully generating revenue from patient

and work on healthy operative margin.

the total revenue generated . High labour expense will affect profitability of the hospital

must be higher that outflows.

cost overun.

backed up by required documents.

g revenue from patient services.
LABORATORY

INDICATOR

1 accuracy na precision compares the rate of correct results compared to expected result
compliance rate

2 test utilization Percentage of appropriate test ordering compared to total tests performed.

3 Turnaround Time Average time taken from sample collection to result reporting.
the type ofof test . 90% of the test are done within shortest time possible.

4 Staff Productivity Ensure staff work load is evenly distributed and 98% compliance rate to tas

5 Cost per Test Evaluate cost-effectiveness and identify areas for cost reduction

6 Specimen Rejection Rate ensure 2% rejection rate and maajor on 100% compliance rate.

7 Customer Satisfaction ensure 98% that customer is well satisfied with procedures done
on specimens they provide.

8 Critical Value Reporting Timeliness and accuracy of reporting critical results should be ensured.
compliance rate 98% has to be mantained.

9 Analytical Quality Ensure internal quality control metrics such as coefficient of variation, bias
and precision are 90% effective.

10 Staff Training and CompetencyEnsure staff competence through regular training and proficiency testing.
adherence rate of 100% should be followed.
 ASSESSMENT

ults at 98% track errors and disrepancies through quality controm measures
utilize proficiency testing to utilize performance

total tests performed. Monitor unnecessary or redundant tests.

Evaluate adherence to evidence-based guidelines for test ordering.

depending Measure against established benchmarks or standards

ortest time possible. calculate the percentage of test done within the specified period of time

% compliance rate to tasks. track down the number of test performed by each lab staff member and the level of accuracy.

st reduction Total cost of laboratory operations divided by the number of tests performed.
Monitor cost trends over time.
monitor Percentage of specimens rejected due to pre-analytical errors.
Monitor specimen integrity and collection procedures.

edures done Monitor trends in satisfaction scores and identify areas for improvement.
Utilize surveys or feedback mechanisms to gather input

should be ensured. Monitor adherence to established protocols for critical result reporting.
Ensure appropriate communication to clinicians.

cient of variation, bias, Monitor instrument performance and calibration.

d proficiency testing. Monitor compliance with continuing education requirements.

e level of accuracy.
PHARMACY

INDICATOR
1 Medication Inventory Management Ensure the rate of inventory accuracy is mantained at 98%.

2 Medication Waste Reduction ensure the rate of medication wasted due to expiration, damage,
is reduced to 1%

3 compliance to medication safety 100% Compliance with medication safety protocols (e.g., barcod
practises

4 Prescription Fill Rate Percentage of prescriptions filled within a specified timeframe

5 Customer Satisfaction 98% Patient and clinician feedback on pharmacy services should

6 Medication Therapy Management (MTM) ensure the right number of MTN interventions provided per pha
services are followed

7 Adherence to Regulatory Standards 100% Rate of compliance with pharmacy regulations and accred

8 Pharmacist Productivity Ensure the pharmacist work load is evidennt through

filled per pharmacist.

9 Medication Error Reporting Rate of medication errors reported and resolved

and Resolution

10 Medication Dispensing Accuracy Ensure 98% compliance rate to the dispensing formula
 ASSESSMENT
mantained at 98%. Monitor stock levels to prevent overstocking or stockouts.
Calculate inventory turnover ratio to optimize inventory management.

o expiration, damage, or other reasons Track trends in medication wastage and identify areas for improvement.

protocols (e.g., barcode scanning, double-checking)Monitor adherence to medication administration and dispensing
guidelines

specified timeframe Track fill rate for different categories of prescription s

armacy services should be ensured. Monitor trends in satisfaction scores and identify areas for improvement

tions provided per pharmacist Track the impact of MTM services on patient outcomes and medication adh
Monitor patient engagement and satisfaction with MTM interventions

regulations and accreditation standards Conduct regular audits and inspections to ensure adherence to standards.

the number of prescriptions Monitor workload distribution and identify staffing needs.

Implement a system for reporting and investigating medication errors.

sing formula Monitor accuracy through routine audits and quality checks.
Measure discrepancies in medication dose, strength, and form.
ory management.

as for improvement.

dispensing

as for improvement

mes and medication adherence.

TM interventions

erence to standards.

medication errors.
MORGUE

INDICATOR
1 Forensic Examination Accuracy Ensure 99% rate of correct findings and diagnoses ma
during forensic examinations

2 Autopsy Turnaround Time Ensure average time taken from the receipt of a decea
to the completion of the autopsy examinati
correct procedures

3 Facility Maintenance and Cleanliness 90% compliance rate to hygienic and clean environme

4 Staff Training and Competency Ensure staff competence through regular training and
Ensure morgue staff is up-to-date training and
competency assessments.

5 Customer Satisfaction Feedback from law enforcement agencies, medical ex

coroners, and other stakeholders.

6 Timeliness of Death Certificate Issuance Ensure average time taken to issue death certificates
ollowing autopsy completion is short and easy.

7 Equipment Downtime Ensure there is the balance between scheduled and un

downtime of morgue equipment

8 Security Measures Effectiveness 99% Rate of adherence to security protocols to

prevent unauthorized access or tampering

9 Preservation of Evidence Ensure that evidence is properly collected, preserved

and documented during forensic examinations.

10 Case Throughput Number of deceased individuals processed through th

within a specified perriod should be well recorded and
rate of adhereance.
 ASSESSMENT
ings and diagnoses made Monitor discrepancies and implement corrective actions.
Utilize quality assurance measures and peer reviews to assess accuracy.

m the receipt of a deceased individual Measure against established benchmarks or standards.

ation is short and follows the

ic and clean environment Regular assessment of the cleanliness and maintenance of the morgue facilities.
Utilize checklists or inspections to identify maintenance issues.

gh regular training and proficiency testing. Monitor compliance with continuing education requirements.
ate training and

nt agencies, medical examiners, Utilize surveys or feedback mechanisms to gather input

sue death certificates Monitor processing times and identify bottlenecks in the certification process
is short and easy.

ween scheduled and unscheduled Monitor equipment performance and maintenance schedules

rity protocols to Conduct regular security assessments and audits

ly collected, preserved Evaluate adherence to chain of custody protocols

c examinations. and evidence handling procedures

s processed through the morgue Monitor trends in case volume to optimize workflow and resource allocation.
d be well recorded and 99%
morgue facilities.

cation process

rce allocation.
LAUNDRY DEPARTMENT

INDICATORS
1 Laundry Turnaround Time Average time taken to process and return cleaned linen has
to be measurable

2 Linen Inventory Management Accuracy of linen inventory records compared to actual inventor
Aim to prevent shortages or excess inventory.

3 Linen Utilization Rate: Ensures the ercentage of available linen utilized over a specific p
is monitored

4 Energy Consumption Ensure you measure energy usage of laundry equipment

5 Compliance with Laundry Standards 98% adherence to laundry protocols and standards for cleaning a

6 Laundry Staff Productivity Ensures the number of linen items processed per laundry staff m
is well monitored
 ASSESSMENT
cleaned linen has Monitor processing time for different types of linen.

pared to actual inventory. Conduct regular stock counts and reconciliations.

tilized over a specific period Monitor linen usage patterns and identify opportunities for optimization.

dry equipment Implement energy-saving measures and monitor consumption trends

tandards for cleaning and disinfection Conduct regular audits and inspections.

sed per laundry staff member per shift Monitor workload distribution and staffing levels