MEASUREMENT SYSTEMS AND METHODS

You are a DNP-prepared nurse working at a hospital focused on improving patient satisfaction.

After receiving care at your hospital, patients are provided a scorecard to survey their patient

experience. The patient surveys range in questions from wait time to effectiveness of care, and

these surveys provide your hospital with a scorecard indicating how the hospital is performing

against these metrics. Upon reviewing the scorecards, you are able to highlight areas of

improvement and areas of success, however, you find the responses are often difficult to analyze,

as there are a wide range of responses, and there are many variables.The process of

constructing a balanced scorecard for the tracking of patient satisfaction can be controversial.

For example, a hospital’s patient satisfaction scorecard provides a snapshot of gathered data for

the hospital, but the data may be out of context, which makes it difficult to identify specific

problems. It is evident that both scorecards and dashboards have a place in the healthcare

setting; however, will all organizations and accrediting bodies agree on the aspects of

implementation, data analysis, and levels of effectiveness?

For this Discussion, you will explore key indicators involved with the use of scorecards and

dashboards for tracking organizational performance. Reflect on a particular healthcare

organization or nursing practice with an established scorecard or dashboard measuring patient

experience.

TO PREPARE:

 

 Review the Learning Resources for this week, and reflect on how a healthcare

organization or nursing practice setting uses scorecards and dashboards.

 Select any healthcare organization or nursing practice setting that has an established

scorecard or dashboard measuring patient experience and improvement goals.

 Be sure to obtain an example of the scorecard or dashboard from the healthcare

organization or nursing practice setting (you selected) for this Discussion.

 Reflect on how these measurement systems and measurement methods may impact

organizational goal setting in the areas of overall performance and financial stability.

 Explore the key indicators involved with scorecards and dashboards, as well as the

external quality standards to which they are compared.

 Reflect on what the metrics used in the balanced scorecards and dashboards might

mean to your specific organization and/or nursing practice. Has your organization

established goals for these or similar metrics and are they currently being met? Why,

or why not?

BY DAY 3 OF WEEK 5

 

Post a brief description of the healthcare organization or nursing practice setting you selected.

Summarize the measures on the scorecard or dashboard in which patient experience of care is

measured, tracked, and used to set improvement goals. Be specific. Explain whether goals at

your organization are established, for these metrics you reviewed, and whether or not they are

currently being met. Then, describe the potential impacts of meeting or not meeting these metrics

for your healthcare organization, and explain why. Be specific and provide examples.

 

Resources

 

 Nash, D. B., Joshi, M. S., Ransom, E. R., & Ransom, S. B. (Eds.). (2019). The

healthcare quality book: Vision, strategy, and tools (4th ed.). Health Administration

Press.

o Chapter 9, “The Patient Experience” (pp. 233–251)

 

 Centers for Medicare and Medicaid Services. (2020). HCAHPS: Patients’

perspectives of care survey Links to an external site..

https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-

Instruments/HospitalQualityInits/HospitalHCAHPS

 Walden University, LLC. (2021). DNP Project Faculty advisor and site

identification—matching request form Links to an external site..

https://www.emailmeform.com/builder/form/4t2ba44T6fvw0

 Document: Organization Meeting Summary (Word document)

 

Organization:

Hospital Psychiatric Unit. Please generate scoreboard