Kaiser Permanente: Performance Management
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Tool for Performance Management Debra Brown, Performance Improvement Director Susana Garcia, Patient Care Experience Leader
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Kaiser Permanente: Performance Management
- 1. Business Review Best Practices Debra Brown, Performance Improvement Director Susana Garcia, Patient Care Experience Leader CENTRAL VALLEY AREA April 2012 Tool for Performance Management 2 | © 2012 Kaiser Foundation Health Plan, Inc. I. Balanced Scorecards Agenda II. Preparing for the Business Performance Review III. The Business Performance Review Format IV. Business Performance Review in Action
- 2. Balanced Scorecards 4 | © 2012 Kaiser Foundation Health Plan, Inc. Balanced Scorecards Based on organizational Mission, Values, and Vision Requires the identification of strategic objectives – Ensure alignment with organizational goals Requires 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 progress Components
- 3. 5 | © 2012 Kaiser Foundation Health Plan, Inc. Balanced Scorecards Example Preparing for the Business Performance Review
- 4. 7 | © 2012 Kaiser Foundation Health Plan, Inc. Preparing for the Business Performance Review Actual/variance and status reports are current in ActiveStrategy – Measure actual/variance reports in system contain: Who is responsible Explanation of current performance What is being done to improve performance When results are expected – Initiative status reports in system contain: Who is responsible Highlight of accomplishments Risks and obstacles to progress Actions required to resolve obstacles Staff Success Factors 8 | © 2012 Kaiser Foundation Health Plan, Inc. Presenting department provides a suggested agenda Presenting department identifies the appropriate individuals from team to attend Business Performance Review Presenting department provides scribe for meeting Preparing for the Business Performance Review Staff Success Factors
- 5. 9 | © 2012 Kaiser Foundation Health Plan, Inc. Reference documents are uploaded into ActiveStrategy – Strategic action plans – Project plans – Collateral material that may be referenced Preparing for the Business Performance Review Staff Success Factors Readily available reference materials The Business Performance Review Format
- 6. 11 | © 2012 Kaiser Foundation Health Plan, Inc. Reviewer (Leader) Presenting Department Scribe (Admin.) Sets expectations/ provides guidance Ensures alignment of resources to priorities Evaluates progress and use of recommended tools and techniques Identifies future needs Reports on performance listing actions taken, results, and next steps Communicates issues Requests needed resources/assistance Shares successes Captures all information Posts actions items and meeting notes The Business Performance Review Format Structure and Roles 12 | © 2012 Kaiser Foundation Health Plan, Inc. Monthly and ad hoc, as needed Focus – Attendance Are directors/managers rounding? How many hours? Is there an effective attendance management plan in place? – Budgeting What strategies have been implemented to track budget? – Performance Management The Business Performance Review Format Meeting Frequency
- 7. Business Performance Review in Action 14 | © 2012 Kaiser Foundation Health Plan, Inc. Presenting department starts with list of last Business Performance Review action items Reviewer seeks clarification when needed, asks probing questions, and sets expectations: – Who – What – When – Where – Why – How Business Performance Review in Action Meeting Structure
- 8. 15 | © 2012 Kaiser Foundation Health Plan, Inc. Business Performance Review in Action Balanced Scorecard - Snapshot Graph of performance measure Commentary 16 | © 2012 Kaiser Foundation Health Plan, Inc. Business Performance Review in Action Balanced Scorecard Perspective Stoplight indicators Objective Initiative
- 9. 17 | © 2012 Kaiser Foundation Health Plan, Inc. Considerations – Has a root cause analysis been conducted to determine why measures are underperforming? – What initiatives will be implemented to impact performance? – When can we expect to see improvement? Business Performance Review in Action Scorecard – Attendance Management 18 | © 2012 Kaiser Foundation Health Plan, Inc. Business Performance Review in Action Scorecard – Budget Exceeding expectations Under- performing
- 10. 19 | © 2012 Kaiser Foundation Health Plan, Inc. Scribe captures all action items from the discussion Meeting concludes with a summary of action items Business Performance Review in Action Meeting Conclusion 20 | © 2012 Kaiser Foundation Health Plan, Inc. Questions? Debra Brown Performance Improvement Director debra.l.brown@kp.org Susana Garcia Patient Care Experience Leader susana.garcia@kp.org Speaker Contact Information