As part of BWH’s continuous improvement efforts, the Performance, Measurement and Analysis Group (PMAG) of the Center for Clinical Excellence has begun to roll out a balanced scorecard initiative, with the support of Information Systems.
The scorecard will serve as a performance measurement and management framework to define, align and communicate strategy effectiveness at all levels of BWH, from senior management to front-line staff.
The hospital-wide scorecard and the individual department scorecards will focus on four areas:
- patients and community;
- quality and efficiency of care;
- employee development and clinical innovation;
- and financial health.
Scorecards for each major department will include department-specific goals related to these four areas.
“BWH is leading the industry by implementing this full-scale innovative project,” said Gary Gottlieb, MD, MBA, BWH president. Instead of solely focusing on financial or tangible asset measures to judge performance, the new scorecard project uniquely combines them with intangible markers, such as employee satisfaction, patient safety and customer service.
Along with each department’s scorecard, a strategy map will be created. The diagram will display the four perspectives of organizational performance (listed above), the goals within each perspective, and the linkages between different goals. The project is Intranet-based and will deliver information on a monthly basis, so progress can be noted more frequently than other benchmarking tools used by BWH.
For now, pilot scorecards are being implemented in Surgery and Finance. Training has begun and implementation will follow shortly. Next steps include a Nursing scorecard and finalizing the hospital-wide scorecard.
Contact Michael Gustafson, MD, MBA, executive director, Center for Clinical Excellence, with any questions.