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When you prepare the data, watch it once, and never return, nothing will change for the better. So you need to make use of it. Here are a few ideas on how to do it:
Analyze how your indicators perform over time. Are they changing from year to year? For better or for worse?
You may want to compare your KPIs if you have several locations or departments. Are they performing similarly, or are there locations or providers who perform substantially better?
Think about your customers' segments and then analyze your indicators by segments. Are they acting similarly, or are there segments in which the numbers are substantially better?
Don't think about it alone when you have data on your table. Discuss it with your colleagues. Why are the numbers so as they are? Are they good enough, or is there a space for improvement? How can you do better?
Identify internal best practices.
When comparing your indicators between the providers, try to identify internal best practices. For example, what do best performers do differently compared to those who stay behind? May these habits be adopted as a standard behavior of your medical practice?
Regularly publish your data internally.
Make your data available to your team regularly. It may be in the form of an interactive dashboard your team has access to, in the form of a weekly or monthly newsletter, sent by mail, or in any other state.
The main idea is to watch the dynamics of your data together with those who may directly affect your indicators. This action alone may result in some improvements, as people may correct their behavior without compulsion. But do it carefully and consider the culture of your practice, as you may create unhealthy internal competition.
Create an action plan
- Decide what indicators deserve improvement;
- Think about priorities. It may help you to avoid so-called paralysis by analysis;
- List actions that you may take to improve the numbers;
- Discuss these actions with those who will need to do it. Set realistic due dates together;
- Check your progress regularly, don't wait for the due dates.
If you do it persistently, you will see how the situation changes for the better.
When you are deeply involved in managing your practice on a day-to-day basis, you may feel that you see everything and know everything. However, your attention has natural limits. A well-designed system of KPIs may extend these limits substantially.