14 brown&garcia-kp-business reviews

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14 brown&garcia-kp-business reviews

  1. 1. Business ReviewBest PracticesDebra Brown, Performance Improvement DirectorSusana Garcia, Patient Care Experience LeaderCENTRAL VALLEY AREA April 2012Tool for Performance Management2 | © 2012 Kaiser Foundation Health Plan, Inc.I. Balanced ScorecardsAgendaII. Preparing for the Business Performance ReviewIII. The Business Performance Review FormatIV. Business Performance Review in Action
  2. 2. Balanced Scorecards4 | © 2012 Kaiser Foundation Health Plan, Inc.Balanced ScorecardsBased on organizational Mission, Values, and VisionRequires the identification of strategic objectives– Ensure alignment with organizational goalsRequires performance measures (Metrics or Indicators)– Measures are outcome-oriented and tied to an objective– Target based and includes time sensitive target values– Contains established targets to measure progressComponents
  3. 3. 5 | © 2012 Kaiser Foundation Health Plan, Inc.Balanced ScorecardsExamplePreparing for the Business Performance Review
  4. 4. 7 | © 2012 Kaiser Foundation Health Plan, Inc.Preparing for the Business Performance ReviewActual/variance and status reports are current in ActiveStrategy– Measure actual/variance reports in system contain:Who is responsibleExplanation of current performanceWhat is being done to improve performanceWhen results are expected– Initiative status reports in system contain:Who is responsibleHighlight of accomplishmentsRisks and obstacles to progressActions required to resolve obstaclesStaff Success Factors8 | © 2012 Kaiser Foundation Health Plan, Inc.Presenting departmentprovides a suggested agendaPresenting departmentidentifies the appropriateindividuals from team to attendBusiness Performance ReviewPresenting departmentprovides scribe for meetingPreparing for the Business Performance ReviewStaff Success Factors
  5. 5. 9 | © 2012 Kaiser Foundation Health Plan, Inc.Reference documents are uploaded into ActiveStrategy– Strategic action plans– Project plans– Collateral material that may be referencedPreparing for the Business Performance ReviewStaff Success FactorsReadily availablereference materialsThe Business Performance Review Format
  6. 6. 11 | © 2012 Kaiser Foundation Health Plan, Inc.Reviewer (Leader) Presenting Department Scribe (Admin.)Sets expectations/provides guidanceEnsures alignment ofresources to prioritiesEvaluates progressand use ofrecommended toolsand techniquesIdentifies future needsReports onperformance listingactions taken, results,and next stepsCommunicates issuesRequests neededresources/assistanceShares successesCaptures allinformationPosts actions itemsand meeting notesThe Business Performance Review FormatStructure and Roles12 | © 2012 Kaiser Foundation Health Plan, Inc.Monthly and ad hoc, as neededFocus– AttendanceAre directors/managers rounding? How many hours?Is there an effective attendance management plan in place?– BudgetingWhat strategies have been implemented to track budget?– Performance ManagementThe Business Performance Review FormatMeeting Frequency
  7. 7. Business Performance Review in Action14 | © 2012 Kaiser Foundation Health Plan, Inc.Presenting department starts with list of last Business PerformanceReview action itemsReviewer seeks clarification when needed, asks probing questions,and sets expectations:– Who– What– When– Where– Why– HowBusiness Performance Review in ActionMeeting Structure
  8. 8. 15 | © 2012 Kaiser Foundation Health Plan, Inc.Business Performance Review in ActionBalanced Scorecard - SnapshotGraph ofperformancemeasureCommentary16 | © 2012 Kaiser Foundation Health Plan, Inc.Business Performance Review in ActionBalanced ScorecardPerspectiveStoplightindicatorsObjectiveInitiative
  9. 9. 17 | © 2012 Kaiser Foundation Health Plan, Inc.Considerations– Has a root cause analysis been conducted to determine why measures areunderperforming?– What initiatives will be implemented to impact performance?– When can we expect to see improvement?Business Performance Review in ActionScorecard – Attendance Management18 | © 2012 Kaiser Foundation Health Plan, Inc.Business Performance Review in ActionScorecard – BudgetExceedingexpectationsUnder-performing
  10. 10. 19 | © 2012 Kaiser Foundation Health Plan, Inc.Scribe captures all action items from thediscussionMeeting concludes with a summary ofaction itemsBusiness Performance Review in ActionMeeting Conclusion20 | © 2012 Kaiser Foundation Health Plan, Inc.Questions?Debra BrownPerformance Improvement Directordebra.l.brown@kp.orgSusana GarciaPatient Care Experience Leadersusana.garcia@kp.orgSpeaker Contact Information

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