BALANCED SCORECARD FOR HEALTHCARE EXAMPLE

––– MERCY HOSPITAL –––

MISSION Our hospital brings health and healing to the community. VISION Our hospital will be the best place to work and get health care.

STRATEGIC OBJECTIVES KEY PERFORMANCE INDICATORS TARGETS INITIATIVES

Demonstrate accountability and % Alternative level of care

<15%
To sustain efficiency patients
FINANCIAL

our mission
financially, % Nursing purchased service
80%
what should worked hours
our focus
be?
Absenteeism rate <7%

Overall patient satisfaction Overall rating of care 75% good or better rating
STAKEHOLDERS

Patient perception of quality % Family physicians that receive Management staff leadership
How should 90%
index discharge summaries initiative
we appear
to our
stakeholders Employee and physician
As per survey, >50% Develop charter for community
? engagement group

Community consultation measures Meet 8 of 10

Processes are patient centered,

% Medication reconciliation on
focused on quality and patient 95%
admission
safety
INTERNAL PROCESSES

At which Rate of inpatient falls <5%

internal Revamp infection-reporting
processes process
should we Surgical safety compliance
98% completed
excel to checklist
better serve Converge report form review
our % Compliance with hand hygiene group
patients? 95% compliant
policy

# Publicly reported infection

5 per month
measures

Enhance and maintain a healthy

Vacancy rate 3%
work environment

How should
LEARNING

% Performance development % Performance development plans

we better 80% by end of quarter
plans completed completed
develop our
Hire new HR lead
systems to
serve our # Grievances received and # Grievances received and
5-Apr
patients? resolved prior to arbitration resolved prior to arbitration

Leader learning development Leader learning development 100% completion rate