Review July’s progress toward achieving Intermountain’s KPIs

Natasha Green Aug 30, 2021

The 2021 Intermountain Monthly Performance dashboard for July illustrates an overall achievement score of 88% on Intermountain’s 11 Board-reported key performance indicators (KPIs), which is part of the caregiver incentive plan. Progress reflects the work you and other caregivers do every day to achieve team and department goals, which helps the organization KPIs. Unfortunately, our overall KPI performance dropped for a second month in a row and fell below our 2020 performance trend for the first time.

Remember, Intermountain’s caregiver incentive plan is based on the overall attainment of achieving the KPIs approved by the Intermountain Board of Trustees. The caregiver incentive plan replaces the former thank-you payment program. Each caregiver plays a role in Intermountain’s success. The caregiver incentive plan encourages you to take ownership in driving team and department success and rewards you monetarily for accountability and ownership to drive improvement and performance in key priorities for the organization.

“We recognize the current COVID surge, staffing concerns, and other stress factors our teams are facing right now,” says Rob Allen, senior vice president and chief operating officer. “It’s normal to experience periodic fluctuation in the dashboard, especially under these circumstances. We continue to see and appreciate the ongoing efforts to drive improvement in our system KPIs by teams, departments, facilities, and functional roles across the organization. Please meet with your leader and team to discuss how together, we can continue to contribute to the success of the organization and deliver on our mission to serve our communities.”

You’re encouraged to review this month’s dashboard with your leader and team. Discuss what actions you can take today to help influence our KPIs—on a system, department, and team level.

Here are the KPIs you and your team can begin to influence now:

Make patient safety and satisfaction a priority. The patient safety KPI has moved to below entry. Continue to actively listen to our patients. Are you providing the care that they need? Review patient comments in your huddles and celebrate the good and talk about the bad. Ask clarifying questions when you’re unsure about a situation. Speak up for patients and use ARCC to escalate concerns for safety and experience.
Workplace violence is a widespread issue. We continue to see improvement in caregiver safety initiatives around slips, trips, and falls and sharps injuries, but workplace violence incidents and injuries are still on the rise. This impacts the caregiver safety KPI.

“We often hear that workplace violence is just part of a healthcare worker’s job because we’re here to take care of people, no matter what. This is not the case. Your safety and well-being at work is the number one priority,” says Sue Robel, senior vice president, clinical operations and chief nursing officer. “You should never tolerate verbal or physical abuse from a patient, visitor, or colleague. Stay alert as you interact with others, and step back if you’re in an escalating situation. Please ask for help.”

Review the Recognize and Respond guidelines and Code Green procedures with your leader. Become familiar with caregiver self-defense guidelines, because you do not have to tolerate abuse—physical or emotional.
You're always a representative of Intermountain. There are opportunities to help increase membership by having positive interactions with people—including patients—to influence Intermountain as a preferred medical network.

Questions? Contact Ask HR: 801-442-7547 or askhr@imail.org. There are resources on the Caregiver Incentive Plan webpage to help you understand the KPI definitions, targets, scoring, and how work is aligned to the system’s overall performance.

RESOURCES