Look at  the Balanced Scorecard for Mercy Hospital.  Use the Memorandum format and direct it to your faculty. Please explain what data and infor

Table 1

BALANCED SCORECARD FOR HEALTHCARE EXAMPLE
––– MERCY HOSPITAL –––

MISSION Our hospital brings health and healing to the community. VISION Our hospital will be the best place to work and get health care.

STRATEGIC
OBJECTIVES KEY PERFORMANCE INDICATORS TARGETS INITIATIVES

FINANCIAL
To sustain our

mission financially,
what should our
focus be?

Demonstrate
accountability and
efficiency

% Alternative level of care patients <15%

% Nursing purchased service worked
hours 80%

Absenteeism rate <7%

STAKEHOLDERS
How should we

appear to our
stakeholders?

Overall patient
satisfaction Overall rating of care 75% good or better rating

Management staff leadership initiative

Develop charter for community group

Patient perception
of quality index

% Family physicians that receive
discharge summaries 90%

Employee and physician engagement As per survey, >50%

Community consultation measures Meet 8 of 10

INTERNAL
PROCESSES

At which internal
processes should we
excel to better serve
our patients?

Processes are
patient centered,
focused on quality
and patient safety

% Medication reconciliation on admission 95%

Revamp infection-reporting process

Converge report form review group

Rate of inpatient falls <5%

Surgical safety compliance checklist 98% completed

% Compliance with hand hygiene policy 95% compliant

# Publicly reported infection measures 5 per month

LEARNING
How should we

better develop our
systems to serve our
patients?

Enhance and
maintain a healthy
work environment

Vacancy rate 3%

Hire new HR lead

% Performance
development plans
completed

% Performance development plans
completed 80% by end of quarter

# Grievances
received and
resolved prior to
arbitration

# Grievances received and resolved prior
to arbitration 5-Apr

Leader learning
development Leader learning development 100% completion rate