To achieve quality improvement, it is important to evaluate the performances of all employees in a healthcare organisation. Performance Evaluation Methods chosen to evaluate in a healthcare organisation. The performances play a significant role in quality management system. The evaluation in an organisation can be:evaluation in an organisation
Internal Internal – It is an evaluation through direct approach (patient It is an evaluation through direct approach (patient satisfaction surveys) or satisfaction surveys) or indirect approach (statistical or audit based).
External External – It is an evaluation through third party agencies.
A healthcare organisation must select the right performance evaluation method to ensure the satisfaction of patients and employees. It is important method to ensure the satisfaction of patients and employees. For to select a suitable indicator or criteria before starting the evaluation. For example, criteria related to patient care, equipment maintenance,safety, staff performance and financial management.
Methods of Performance Evaluation
- Statistical approach
- Medical Audit
- Nursing Audit
- Equipment Audit
- Patient Satisfaction Survey
Statistical approach is a method used to compare and evaluate a healthcare organization’s performance against the defined standards. It is a numerical analysis of a sample or data. It shows the level of business through evaluating facility utilization and financial statistics. It helps external agencies to rank an organization on the basis of provision of quality services to patients.
Medical Audit is a planned programme which objectively monitors and evaluates the clinical performance of all clinical/non-clinical staff, to identify opportunities for improvement, and provides mechanism through which action is taken to make and sustain those improvements. Medical or clinical audit, also called peer review, is a method of evaluating medical care in introspects through review and analysis of medical records
Nursing audit is the evaluation of nursing care provided to patients in a healthcare organization. It is a vital tool to get a feedback on the efficiency and of effectiveness of quality nursing care and it also recommends corrective measures for further improvement.
Nursing audit is of two kinds….
Retrospective audit–An audit that reviews the history documents of discharged or dead patients to ensure that the quality of service of nurses provided to them met agreed standards and also to find the patient satisfaction level.
Concurrent audit–An audit that reviews the ongoing nursing activities in the wards through direct observation.
Equipment audit is a periodic evaluation of the quality of performance of equipment. It is a vital tool for evaluating the equipment management system in a healthcare organization. It provides feedback to management in terms of inadequacies in the purchasing process, handling, maintenance and utilization of the equipments in the organization. It also provides corrective measures necessary to improve the efficiency of equipment management system in a healthcare organization.
Patient satisfaction survey
Patient satisfaction is essential to the quality management of a healthcare organization. Patient satisfaction survey is important to know the views of patients and their level of satisfaction with the service provided, to test the quality of services and the success of quality management system. The survey collects the feedback and the outcome of care directly from patients. The survey requires a patient satisfaction survey team as the resource.