Many organizations utilize key performance indicators (KPIs) to identify objective and measurable success during a change initiative. KPIs are used to measure the performance of a process and to monitor whether the process works well (Xiong et al., 2022). Enochson (2024) states that KPIs must include a specific qualitative or quantifiable measure that has a targeted goal within a defined timeframe. This needs to include a clear data source and a decision upon how frequently this data will be reported. Metrics can be compared looking at measures collected prior to change and after the change or benchmarked against a like organization. It is important that goals are focused—such as selecting top four— that align with the strategic plan of the organization (Brown, 2023). Examples of KPIs in healthcare are (Enochson, 2024, Section: Bonus):
“Organizations tend to use a mix of technical (e.g., project milestones) and value measures (e.g., satisfaction and benefits realization) to track their change initiatives. Fewer than one-third of organizations use behavioral measures (e.g., adoption, compliance, or behavioral change) to monitor if the change itself sticks or becomes engrained in employee behavior” (Brown, 2023, pg. 51). However, it is important to take measure of all three to gain a holistic picture of the organization during a change initiative (Brown, 2023).
My healthcare organization primarily utilizes benchmarking methods to measure its level of success. One driver for this type of method is the pay-for-performance government model by CMS. These quality measures relate to health outcomes and patient experience. Some examples include treatment effectiveness, length of stay in the hospital, and how often a patient returns to the emergency department. Patient surveys, known as Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), are sent out after discharge. Results of this survey are public information and benchmarked against all hospitals (CMS, n.d.). Another benchmarking method utilized are metrics collected through Press Ganey known as National Database of Nursing Quality Indicators (NDNQI). Measures are broken up into three categories: nursing performance, patient and workforce experience, and health outcomes. These measures are compared against like organizations (Press Ganey, 2023).
Brown, M. (2023, July 1). Evaluating success of changes in supply chain: To evaluate change management, be flexible and remember the influence of measures. Supply Chain Management Review, 27(4), 50.
Centers for Medicare & Medicaid Services [CMS]. (n.d.). Benchmarking. https://www.cms.gov/priorities/innovation/key-concepts/benchmarking
Enochson, H. (2024). KPI meaning + 27 examples of key performance indicators. OnStrategy.https://onstrategyhq.com/resources/27-examples-of-key-performance-indicators/
Press Ganey. (2023). Your comprehensive guide to the Press Ganey National Database of Nursing Quality Indicators (NDNQI). https://info.pressganey.com/press-ganey-blog-healthcare-experience-insights/your-comprehensive-guide-to-the-press-ganey-national-database-of-nursing-quality-indicators-ndnqi
Xiong, G., Wu, H., Helo, P., Shang, X., Qin, R., & Wang, F. (2022). A Kind of Change Management Method for Global Value Chain Optimization and Its Case Study. IEEE Transactions on Computational Social Systems, Computational Social Systems, IEEE Transactions on, IEEE Trans. Comput. Soc. Syst, 9(4), 1060–1074. https://doi-org.lopes.idm.oclc.org/10.1109/TCSS.2021.3067730
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