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As a team, select four metrics, each from a different

Customer Question

Scenario: West Central Hospital



West Central Hospital is a major teaching hospital that operates intern and residency programs, and is a member of a multihospital health care system. The hospital is located in the suburbs, and its community has new building construction, moderate population growth, and aging and pediatric populations that are increasing.

This hospital has these additional features:



  • 410 licensed beds for general acute care, but only 370 operating (staffed) beds

  • Annual admissions of about 30,000

  • An emergency department with approximately 90,000 annual visits

  • A case mix index of about 1.15 


Among the services it provides are:

  • Both inpatient and outpatient rehabilitative (physical therapy, occupational therapy, and speech language pathology) services

  • Behavioral health services

  • A neonatal intensive care unit

  • All other ancillary and support services expected of such a hospital


The hospital is currently using a Balanced Scorecard for West Central Hospital. One of West Central Hospital's administrators asks your team to analyze and critique their scorecard and provide them with suggestions. Specific questions are provided below.

 for Patient Satisfaction

Identify and define the respective numerator, denominator and rate/ratio. Review and interpret the trended data. What do the data, and their trends, tell you about this particular aspect of the hospital? Suggest a likely type of database or data source for each metric (this can be from internal and/or external sources). Suggest actions that management could take to improve outcomes associated with the metric.


http://www.balancedscorecard.org/BSCResources/AbouttheBalancedScorecard/tabid/55/Default.aspx
























































Patient Satisfaction



Overall Rating of the Hospital



63.0%



59.0%



60.0%



60.0%



b







Likelihood to Recommend the Hospital



67.0%



71.0%



75.0%



64.0%



b







Communication with Nurses



75.0%



72.0%



71.0%



71.0%



b







Communication with Doctors



80.0%



78.0%



79.0%



78.0%



b






Submitted: 1 year ago.
Category: Multiple Problems

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