Agency funding is increasingly dependent on demonstrated quality and a clear return on investment. Payers are demanding outcomes, but are not always prepared to clearly define what those measures will be and/or implement new metrics with limited lead time for implementation. Staff are struggling to understand why they are being asked to do more. The lack of understanding and seeing the connection to the larger scope is leaving them feeling disheartened and frustrated. Client care may be impacted as a result.
Learning Objectives
-
Identify agency objectives that link to the 4 perspectives: financial, customer, internal process, and organizational capacity
-
Define clear measurements for key performance indicators and accountability
-
Develop a balanced scorecard to motivate staff and improve client outcomes