7 Performance data and targets
Performance and activity data routinely collected will also tell you when things are NQR.
It is hard to know where to focus if there is no means to measure performance.
As previously discussed in the Change Management Process, this is an area that many people struggle with. A Key Performance Indicator (KPI) is like the temperature. it can tell you that something is outside of normal limits (target or benchmarks), but not necessarily what is causing it. It is one little indicator but changes when things are NQR. Aberrations need to be fully investigated, just as was described in the Continuous Improvement Cycle.
There is often confusion between indicators and actions. We create lists of actions and report on these as if they are the true indicator of performance and in so doing get caught in an activity trap. How do we know that the activities were are doing are having the impact or achieving the outcomes were were hoping for?
How do you know that the system is working – that people are actually acting on things – or at the very least reporting them?
What are the indicators that would tell you that this is happening when you are not there?
You might consider:
- Number of issues resolved by the person identifying them/number reported
- Number of issues reported
- Number of issues resolved
- Qualitative feedback on the process and how engaged they feel (People Matter survey or create your own using a 1 – 5 Likert Scale)
What performance indicators do you currently measure for patient experience for example?
Do you know when one is under-performing or not? A number by itself is useless. You need to compare it to something – an expectation, a benchmark, a previous period, a total.
Where are your benchmarks drawn from?