Metrics and Measures

Metrics are a MUST. The tendency is to only change what you measure. In other words, if you don't measure it, you won't change it.

Assess Your Progress

Pick measurements and metrics that will help you establish a baseline to use as a comparison for future performance. Rapid feedback and metrics promote rapid change. Traditional process measures are useful, and new tools like patient questionaires, shadowing, focus groups, and others should be use too.

Evaluate Patient and Family Needs

Obtaining real-time feedback from both patients and families as well as staff throughout their entire experience will better center the drive towards PFCC. Look through the eyes of patients and families using the following:

• Internal focused patient surveys
• Interactions with staff and health care providers
• Patient and family focused groups
• Flow and time studies
• Patient and family shadowing program