Dashboard Summary Table of Contents Dashboard Summary Table of Contents 2 Patient Satisfaction 3 Hospital Overview 4 Patient Management 5 Productivity and Turnaround 6 Executive Scorecard 7 8 References 9 Patient Satisfaction Patient Satisfaction dashboard is intended to present important feedback to an organization about the quality of service that is perceived by patients. In the evaluation of patient satisfaction, dashboard provides three types of measurements which are: grievance, complaints and compliment. Grievance: Grievance is a form of complaint that represents the violation of any agreement of patient service. It helps a hospital to remain careful in case of increasing grievances.
For example, in the year February 2009, there were 9 grievances, 29 complaints and only 2 compliments which indicate that the hospital was providing bad service. And, in the next month i. e. March 2009 the number of grievances became 6, complaints increased to 17 and compliments reached to 3 which indicated that the services of hospital had improved to certain extent (Apache Software Foundation, 2008). Complaints: Complaints measure the dissatisfaction rate of patients due to inadequacy of services, cost, treatment or hospital condition. Compliment: The compliment of dashboard measures the satisfaction rate of services in hospital.
The compliment may come due to experienced physicians, superior quality nursing and clinical services (Health Care DataWorks, 2010). The patient satisfaction offers important insight in making modifications in areas such as efficiency of employees, managing performances, training of employees and establishing morale. It is an effective technique which puts emphasis on service quality and increases the responsibility of employees as well as other hospital administrative personnel. It shows whether patients are happy with the services and whether they meet their expectations or not.
Hospital Overview Dashboard’s ‘Hospital Overview’ helps the hospital administrators and senior managers by providing a real-time financial performance report. The ‘Hospital Overview’ helps to save the time and effort in examination of individual report. It provides data regarding quality measurement, account receivable (AR) days, Monthly Benchmark, Quarterly and Monthly Net Income with graph. Quality Measurement: The quality measurement of dashboard displays the discharge of patients, observation of patients, average duration of staying, ED admission rate, birth rate and mortality rate. Account Receivable (AR) Days: AR days illustrates the rate of account receivable.
The AR rate in dashboard shows the medical billing rate i. e. standard number of days a hospital take to accumulate the sum of products or services (CCH, 2011). Monthly Benchmark: Monthly benchmark is a benchmark report which compares hospital’s performance with other months. For example, the benchmark of mortality rate in 2008 was 2.5% (Apache Software Foundation, 2008). Quarterly Net Income: In dashboard, the quarterly net income graphically represents the net income of four quarters of any fiscal year. Monthly Net Income: Monthly net income is a graph that shows the net income of each month in a year.
For example, net income for December 2008 was 164,929 USD which had increased to 1,415,822 USD in 2009 January and again reduced to (–) 102,966 USD on February 2009 (Apache Software Foundation, 2008). The hospital overview in dashboard provides a practical view of the hospital’s performance in terms of net income, AR and monthly benchmark. In case of AR, a hospital needs to provide urgent attention if the rate is high. For example, in the dashboard the AR rate in November 2008 was almost 61.02 which was the highest in fiscal year 2008 and the rate became zero at the end of September 2009 (Apache Software Foundation, 2008).
Patient Management Patient management is designed to help a hospital by maximizing the bed resources, minimizing the waiting time for emergency rooms and reducing the patient distraction. The dashboard for patient management helps to access, examine and demonstrate historical and present patient information through graphs. It provides three measurements which are admission trend, discharge trend and Length of Stay (LOS) trend. Admission Trend: Admission trend graph illustrates the number of patients that is admitted in the hospital.
Through this graph, a hospital can understand the trend i. e. whether the admission is increasing or decreasing. For example, in the year July 2007, the admission trend was at peak i. e. 311% and the lowest trend recorded was around 212% in November 2008 (Apache Software Foundation, 2008). Discharge Trend: Discharge trend graph shows the discharge pattern of patients i. e. number of patients that had leaved in a particular month. Length of Stay (LOS) Trend: Length of Stay trend measurement displays the average duration that patients had resided in hospital in a particular month.
It also compares the percentage change of ‘Length of Stay’ of current year to previous year or current month to previous month. A monthly admission rate and discharge rate provide an insight about the patient record of any hospital. It is treated as a sign of hospital effectiveness. A shorter LOS minimizes the expenses per discharge of any patient. The shorter LOS means the service of hospital is quite concentrated and the expenses per day are quite high.
The shorter staying duration can also have negative impact on the health of patients as it can lead to diminution of recovery rate of patients (Infosys Technologies Limited, 2011). Productivity and Turnaround The productivity and turnaround shows the record about the tasks of a hospital on a quarterly basis. It helps to determine the productivity in each task of hospital. The productivity and turnaround provide data regarding surgical turnaround rime, cytology turnaround and autopsy turnaround. Surgical Turnaround Time: The surgical turnaround time shows three measurements which are biopsy, routine surgery and consultation.
Cytology Turnaround: The cytology turnaround shows the measurement of time in NonGYN, FNA and Consultation. Autopsy Turnaround: Autopsy turnaround shows turnaround time of patients in Autopsy Preliminary and Autopsy Final. Dashboard can compare the data in each turnaround. Turnaround time is an important indicator for hospital which represents the time of leaving of any patient to incoming of next patient. In case of surgery, it signifies time for definiteness of one patient’s surgical injury to next patient’s incision.
It indicates the loss of prospects for generating income for surgeon and other physicians because of turnaround time. For example, in Quarter 1 of 2007 the turnaround of surgical biopsy was 86% which had decreased to 73% in Quarter 1 of 2008 (Surgery Management Improvement Group, 2008) & (Apache Software Foundation, 2008). Executive Scorecard The executive scorecard in dashboard displays the visual representation of hospital information. In executive scorecard, the data is structured in such a way to ensure that focus is on the business objectives.
In this measurement, the data is not presented in real time format. The summary of record usually shows the vast quantity of data over a year. The various measurements of executive scorecard are: Monthly Admission: Monthly admission shows the number of patients who were admitted in hospital in a month. Through this measurement, hospital can see the month with maximum and minimum admissions. Monthly Discharges: Monthly discharge measurement in dashboard shows the unit- wise as well as month-wise discharge rate of patients. Nursing Workload Analysis: Nursing Workload Analysis is another metrics of executive scorecard which reveals the actual figure of total nurses, patients and workload of nurses.
Through this measurement, a hospital can find out the changing amount of workload in case the numbers of patients increase. Suppose, in any Unit there are 7 nurses and actual numbers of patients are 25.71 then the workload will be 3.67 per nurse (Apache Software Foundation, 2008). Monthly Mortality Rate: Monthly mortality rate metrics measure the mortality rate of every department in a hospital and through dashboard measurement the mortality rate of each year can be compared.
Three types of mortality rate are shown in the dashboard which is HA mortality rate, HF mortality rate and PN mortality rate. Length of Staying (LOS): Length of staying is another metrics of executive scorecard which measures the daily, weekly and monthly LOS of patients in hospital. The executive scorecard also displays the unit-wise budget i. e. assessment of actual cost with the budgeted cost. For example, in CCU unit, the actual cost was 175,273 USD and the budgeted cost was 190,000 USD in the year 2009 (Apache Software Foundation, 2008).
References Apache Software Foundation, (2008). Patient Satisfaction – Performance Measures. Healthcare: :Patient Satisfaction. Retrieved Online on July 28, 2011 from http: //examples2.idashboards. com/idashboards/? guestuser=wphc1&dashID=192 Apache Software Foundation, (2008). Demographics – Quality Measures. Healthcare: :Hospital Overview. Retrieved Online on July 28, 2011 from http: //examples2.idashboards. com/idashboards/? guestuser=wphc1&dashID=192 Apache Software Foundation, (2008). Admissions Trend. Healthcare: :Patient Management. Retrieved Online on July 28, 2011 from http: //examples2.idashboards. com/idashboards/? guestuser=wphc1&dashID=192 Apache Software Foundation, (2008). Surgical Turnaround Times. Healthcare: :Productivity and Turnaround Times. Retrieved Online on July 28, 2011 from http: //examples2.idashboards. com/idashboards/? guestuser=wphc1&dashID=192 Apache Software Foundation, (2008). Monthly Discharges. Healthcare: :Executive Scorecard. Retrieved Online on July 28, 2011 from http: //examples2.idashboards. com/idashboards/? guestuser=wphc1&dashID=192 CCH, (2011).
Benchmark Your Hospitals Financial Performance. Hospital Accounts Receivable Analysis. Retrieved Online on July 28, 2011 from http: //health. cch. com/Products/ProductID-4470.asp Health Care DataWorks, (2010). Patient Satisfaction Dashboard. Documents. Retrieved Online on July 28, 2011 from http: //hcdataworks. com/documents/Info-Sheet-Patient-Satisfaction-Dashboard. pdf Infosys Technologies Limited, (2011). Real–Time Dashboards in Hospitals. Building Tomorrow’s Enterprise. Retrieved Online on July 28, 2011 from http: //www. infosys. com/offerings/industries/healthcare/white-papers/documents/hospital-performance-bi. pdf Surgery Management Improvement Group, (2008). Improving Surgeons Personal Productivity. Rapid Operating Room Turnover. Retrieved Online on July 28, 2011 from http: //www. surgerymanagement. com/presentations/rapid-operating-room-turnover1.php