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4 Key Areas to Measure Success

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"If you can't measure it, you can't manage it" is a well known saying in the health care industry. Managers know that in order to be successful, the progress of the key areas that drive medical office success must be measured. Tracking progress and identifying areas for improvement lead to effective change and strengthen current policies.

1. Safety

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How effective are your safety measures?

Safety concerns in the medical office include the safety of both patients and employees. Managers should have a method for patients and employees to report safety concerns.p>

  1. Occupational and Environmental Safety

    An occupational and environmental safety assessment focuses on the work environment of the medical office that can potentially cause harm, injury or illness to the staff. Performing this type of an assessment can be used to prevent, eliminate and reduce workplace hazards that directly relate to exposures blood or body fluids, hazardous or chemical spills or exposure, medical equipment failure or malfunction, risks of physical injury, security threats, fires or any other unsafe work condition.

  2. Patient Safety and Quality

    Patient safety refers to methods to prevent harm to patients. Patient safety practices in the areas of medical errors, fall prevention, infection control, and medication management are essential to reducing the risk of adverse events and preventable injuries. Quality and safety are linked together in terms of standards of care. The Institute of Medicine (IOM) identifies quality of care as "safe, effective, patient centered, timely, efficient, and equitable".

2. Patient Satisfaction

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How do patient view the care you provide?

Providing high quality care and excellent customer service will prevent loss of revenue for the medical office due to a high level of patient satisfaction. Patients will very likely continue to come back as long as they are satisfied with the entire process.

So how do you find out how patient's perceive the process of your medical office?

  • Develop and distribute Patient Satisfaction Surveys
  • Sit in the waiting area and observe what goes on from that point of view
  • Put yourself through the entire process
  • Talk to your staff and find out what problems they may be aware of

Once you determine where with your medical office are the opportunities for improvement, take immediate action.

3. Work Culture

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How do employees feel about your work environment?

Employees that are positively motivated are committed to providing excellent patient care. A motivated employee is one that feels a sense of pride in what they do every day. As the leader of your organization, one of your many responsibilities is to find ways to motivate your employees. It is important to understand what factors influence maximum performance and how.

4. Finances

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How well do you manage costs and are you reaching financial goals?

  • Rising Operating Costs: Decreasing physician payments, fewer patients, and high technology costs can be financially crippling. The best way to handle rising operating costs is to monitor them and then develop a plan to cut costs. Three areas that can add up to thousands of dollars in savings per year include office supplies, medical supplies and office equipment.
  • Collecting Patient Payments: In recent years, the entire health care industry has become more aggressive in their collection practices. With the ever-rising costs associated with health care, it is extremely important to the livelihood of any facility to get the maximum reimbursement which largely relies on patient payments.
  • Maximizing Insurance Reimbursements: Managing the revenue cycle efficiently is no easy task and requires your constant attention. Each phase of the Revenue Cycle - from the moment a patient is scheduled for an appointment until the time payment is received from the insurance company - is equally important to maximizing insurance reimbursements.
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