D u k e Details - Advanced Clinical Practice - Duke University

Performance Improvement (PI) and Balanced Scorecard14What are the DUH priorities for fiscalyear 2010?sQuality & Patient Safety QuadrantPriorities:• Achieve excellent patient outcomes bycontinuing to be a top performer forevidence-based care• Provide a safe patient care environment• Be available for patients who need our careCustomer BSC Quadrant Priorities:• Achieve a high level of patient satisfactionthroughout the care continuumWork Culture BSC Quadrant Priorities:• Maintain a high-quality workforce that iscommitted, motivated, and equipped to provideexcellent patient care• Support the engagement of physicianpartners to enhance processes• Promote diversity within our leadership teamFinance BSC Quadrant Priorities:• Effectively manage cost and revenue cycleto meet targeted operating income• Deliver targeted growth and businessdevelopmentHow do we track our progress? Critical SuccessFactors and Key Performance Indicators are ways tomeasure the progress and are reviewed each year.What is a Critical Success Factors (CSF)?• A CSF is a measure that is extremelyimportant to the success of the hospital• It is linked to the DUH Priorities on the BSCWhat is a Key Performance Indicator?• Key performance indicators are all the othermeasures on the BSC.