RESUMO
Understanding the performance of clinically sophisticated services has become increasingly vital to ensuring the success of a health care organization. Health care delivery systems and providers will require well-designed performance management systems, which is underscored by an operating environment of declining margins, increased capacity issues, and labor shortages in key areas. This article reviews the case for cardiovascular service line assessment and performance management, specifically as a case study example of strategic, focused, and actionable measurement and assessment of clinical and financial performance for both clinical and administrative leaders. The integration of administrative data for comprehensive and strategic assessment of clinically sophisticated services is explored in depth, along with product line definition and positioning.
Assuntos
Serviço Hospitalar de Cardiologia/organização & administração , Administração de Linha de Produção , Indicadores de Qualidade em Assistência à Saúde , Integração de Sistemas , Gestão da Qualidade Total/métodos , Sistemas de Apoio a Decisões Clínicas , Auditoria Financeira , Humanos , Estudos de Casos Organizacionais , Administração de Linha de Produção/economia , Administração de Linha de Produção/normas , Resultado do Tratamento , WashingtonRESUMO
Two academic medical centers in a newly integrated structure joined to understand better their patients' experience with care processes and to promote increased patient involvement in the plan of care. Through a team approach, a patient pathway was developed using graphic and text elements to illustrate the normal sequence of critical activities and care processes for established clinical pathways at these medical centers. A focus group was held to achieve a higher level of patient input into care coordination issues. Through the integration of the patient's voice into the plan of care, priorities for improvement can be identified.
