Slide 1 Slide 4 Strategic Planning The Balanced Scorecard: A - PDF document

Slide 1 Slide 4 Strategic Planning The Balanced Scorecard: A Quality Assurance System Strategy is one piece of a continuum… for College Health Values Vision Statement Mission Statement Strategies Quality Balanced Kevin Readdean, MSEd, LMHC Assurance Scorecard Strategic Initiatives Individual Initiatives Rensselaer Polytechnic Institute NYSCHA/ NECHA 2011 Annual Meeting Strategic Outcomes Customer; Employee; Organization Slide 2 Slide 5 Overview / Objectives Quality Assurance • Evidence Based Management • Strategic Planning • Quality Assurance • Learning Outcomes and Metrics • Balanced Scorecard • Vision and Mission • Objectives and Measures • Four Perspectives • Reporting Tool • Build a Balanced Scorecard Slide 3 Slide 6 Evidence Based Managem ent Quality Assurance Health Care Journals Health Management Journals � Journal of the American Medical � Journal of Health Care NCQA Association Management New England Journal of Medicine Journal for Healthcare Quality � � Report � Journal of American College � Journal of Health Services HEDIS Cards Health Research and Policy � Journal of Primary Care � Journal of Healthcare Resource Management Quality Journal of Adolescent Health � Assurance � Evaluation & the Health � Journal of College Student Psychotherapy Professions � Health Care Management Review � Journal of Clinical Psychiatry Middle Joint States Commission American Journal of Health � Health Care Strategic � Management Behavior � Health Policy Health Policy & � Journal of Infectious Diseases AAAHC Planning Annals of Family Medicine � � Healthcare Financial Management

Slide 7 Slide 10 Quality Managem ent and I m provem ent Balanced Scorecard History AAAHC Enterprise-wide Measurement Quality Alignment and Risk Strategic Peer Review Improvement and Reporting Management Communication Program Management 1992 1996 2000 Ongoing, Incident and Broad in scope systematic adverse event and monitoring of Articles in Harvard Business Review: Acceptance and Acclaim: review participation care � “The Balanced Scorecard — Measures � “The Balanced Scorecard” that Drive Performance” January - is translated into 18 February 1992 languages Goals, Staff participate Incapacitated objectives, � “Putting the Balanced Scorecard to � Selected by Harvard in development provider policy performance of criteria Work” September - October 1993 Business Review as one of measures � “Using the Balanced Scorecard as the “most important management practices of a Strategic Management System” the past 75 years. “ Corrective January - February 1996 Results used in Prevention of actions, re- clinical unauthorized 1996 2000 measurement, privileging prescribing close the loop. Source: Balance Scorecard Collaborative (www.bscol.com) Slide 8 Slide 11 Outcom es & Metrics W hat is the Balanced Scorecard? Strategic Management System Learning outcomes & Health outcomes • Directive: Guide the implementation of the vision by translating strategy into objectives Process evaluation & Outcome evaluation and actions. Qualitative data & Quantitative data • Instructive: Provides feedback on outcomes that can be used to modify objectives and actions. • Systemic: Focus on four (or more) key perspectives. Slide 9 Slide 12 Strategic Planning I t’s all About Balance Strategy is one piece of a continuum… Financial measures Non-financial � � Values Long term goals Short term goals � � Vision Statement Mission Statement � Internal factors � External factors � Leading indicators � Lagging indicators Strategies Quality Balanced Assurance Scorecard Strategic Initiatives Individual Initiatives Strategic Outcomes Customer; Employee; Organization

Slide 13 Slide 16 Balanced Scorecard - Overview Balanced Scorecard - Overview Kaplan, R. S., & Norton, D. P. (1996). The Balanced Kaplan, R. S., & Norton, D. P. (1996). The Balanced Scorecard. Boston: Harvard Business School Press. Scorecard. Boston: Harvard Business School Press. Slide 14 Slide 17 Balanced Scorecard - I m plem entation Custom er Perspective Questions: • How do our customers/patients see us? • Translate vision and strategy • How do we create sustainable value for our customers? Step 1 into objectives and actions • How is customer demand satisfied? • Select critical measures • Communicate and link to Maintain strong customer satisfaction Objectives Step 2 individual endeavors • Motivate staff Measures Web-based satisfaction survey Overall satisfaction: medical services = Targets • Monitor outcomes 85%; counseling services = 90% Step 3 • Adjust strategy, objectives Initiatives Scheduling w/in 24 hours, on-time or and actions as needed explain, staff introductions, clarify directions Slide 15 Slide 18 Mission Statem ent I nternal Perspective Questions: • What must we excel at? • What key operational processes are most critical? Objectives Increase knowledge about alcohol, decrease risk behaviors, and increase protective behaviors of PRIME program participants. Measures Pre- and Post Tests Targets Statistically significant changes from pre- to post- test. PRIME alcohol education class offered to Initiatives judicially mandated students.

Slide 19 Slide 22 I nnovation/ Learning Perspective Building a Balanced Scorecard Questions: • What can we improve? Strategic Strategic Target Initiatives Objectives Measures outcomes • What internal processes need to be enhanced? Customer Maintain an active peer review system for Objectives counseling services. Internal Consistency between intake notes and Measures diagnosis; suicide assessment where Innovation – appropriate; appropriateness of care Learning Targets 90% compliance in all three measures Financial Peer review of 5 charts per provider at the Initiatives end of each semester. Slide 20 Slide 23 Financial Perspective The Balanced Scorecard: A Quality Assurance System Questions: • What return on investment do we provide our customers? for College Health • What is the value added for the customer? Monitor cost-of-care. Minimize medical Objectives supply costs. Unit costs of 20 most commonly used Measures Kevin Readdean, MSEd, LMHC medical supplies for 3 vendors. Rensselaer Polytechnic Institute Targets Order supplies from most cost-effective source. NYSCHA/ NECHA Analyzed medical supply costs; Modified Initiatives 2011 Annual Meeting ordering where appropriate. Slide 21 Balanced Scorecard: Reporting Tool Objectives Measures/Target Outcome Action Plan Customer Internal Innovation – Learning Financial