Performance indicators. Defining and evolving the "right" measures of restructuring success.

In summary, it is important to define the "right" set of performance indicators to monitor the success of your Patient Focused restructuring program. Keep these indicators to the vital few--those reflecting the hospital's quality, service, environment and economic performance--rather than falling into the potential trap of the trivial many. Be sure to define many of these indicators in the customers' terms, not necessarily your own. Your Patient Focused program will mature across four primary eras--The Vision, The Plan, The Reality and The Journey. Several important aspects of your performance indicators must evolve along with it if they are to facilitate rather than hinder progress. This should happen naturally. However, it is always wise to keep an eye on these evolutions to ensure they aren't stifled by traditional paradigms, lingering biases and lack of attention. Defining and evolving the "right" performance indicators for your Patient Focused Care program will not only provide valid measures of success, but actually contribute to greater success as well!