Measurement

Example

Number days to complete (lab results, reports, charts, audits)

325 to 380 transactions are completed per week.

Number or percent so many days old (bills, charges)

No more than 2-3 times per year the medical record numbers are still missing after 48 hours.

Number or percent answered within so many days

95% to 98% of the adjustments entered by the first billing night after receipt of the adjustment.

Number working days at the end of the month

95% accuracy, completed by the last business day of the following month.

Number complaints and customer satisfaction levels

90% to 95% of surveyed customers are satisfied that there questions were answered and changes were handled in line with the critical nature of the issue and required time frame.

Time elapsed (response time, adherence to schedule, milestone)

All scheduled payroll changes are made by the next payroll date.

Frequency each month/quarter

No more than X% to Y% assigned receivables over 90 days old.

Measurement

Example

Dollar cost per item (x-ray, test, purchase, meal)

95% to 98% accuracy in entering correct item for billing.

Percent variance from budget

±X% budget variance (except for unforeseen circumstances)

Dollar as a line item in budget (overtime)

Budgeted hours are within ±10%

Dollars saved over previous period (efficiency/effectiveness)

At least $400 to $4000 per fiscal year are saved from previous year's budget.

Number labor hours to complete each time

19.42 to 19.71 labor hours per 1000 cases.

Measurement Description

Example

Error/failure/accuracy rate (tests, medications, x-rays, meals)

No more than one level 2 or greater medication error per year.

Maintenance and repair intervals (out of service conditions)

Decrease maintenance downtime by 10% per quarter.

Number patients served or admitted, etc

Triage 95% of Emergency Department patients within 30 minutes of registration.

Number items processed (orders, forms)

Accurately processing/completing all new requests within 24 hours of receipt.

Number citations after inspection or probations

No more than two Type 1 citations in each category per inspection.

Number cases handled (referred, complaints)

X number of high priority cases completed every quarter.

Number items produced (meals, clean rooms, x-rays)

90% of clinic rooms are cleaned and set up for next patient within 10 minutes of previous patient's departure.

Percent time out of order (downtime or unproductive)

Save at least 15 to 39 hours downtime per year.

Percent staff absent or late or complaining, etc.

No more than 1.6% absenteeism.

Percent work redone (or rejected completely)

No more than 2 repeat visits per month (within 24 hours) for the same problem.