Intermountain’s Monthly Performance Dashboard for February is now available and shows our overall achieve score is 25%. In comparison, the overall achievement score for February 2021 was 61% and February 2020 was 43%.
The dashboard measures our overall progress to attaining the nine board-reported key performance indicators (KPIs) each month, which influences the 2022 caregiver incentive plan.
“We know there’s an incredible amount of work happening across our system in every Fundamental of Extraordinary Care,” says Rob Allen, chief operating officer. “System KPI leaders have developed and are implementing action plans, known as ‘Return to Green’ plans to get us back on track—and it’s going to take each and every one of us to do our part.”
Rob continues, “Remember, every caregiver—no matter where you work or what you do—plays a major role in helping Intermountain deliver on the KPI goals Intermountain’s Board of Trustees have entrusted us to achieve in 2022. Thank you for helping us improve our performance so we can deliver a safe, high-quality, and more affordable service to our patients and communities, while enhancing the experience for everyone.”
Below are several actions to help influence KPI progress. You can find more in the Get to Know Our 2022 KPIs guide. During a Check-In or team meeting, talk to your leader about which actions resonate with you and how you can implement them in your day-to-day work. Remember, actions taken at a local level influence system progress.
- Caregiver safety KPI: Our overall OSHA recordable injury rate remains low compared to last year, which means we're meeting our goals. Please continue to follow safety procedures and practices, including using error prevention techniques.
- Quality of patient outcomes KPI: The quality of care we deliver has a profound impact on our patients’ overall experience. Your continued attentiveness and efforts to improve our patient-centered, high-quality care delivery will support our journey towards top level clinical excellence.
- Likelihood to recommend KPI: February’s overall experience survey results received from Intermountain patients and SelectHealth members declined slightly to below our entry goal. Remember to take time to listen to your patients and members—they’re often the best experts on what’s going on with their health. Consider how we can make their experience with Intermountain positive and meaningful.
- Equity best practices KPI: Nobody wants to put a patient or member in a frustrating or harmful situation, but language barriers can do that. To overcome these barriers, know how to clearly and effectively communicate with patients and members, and know how to access language and interpreter services, if appropriate. Please review the services provided by our Language Services team.
- Ease of scheduling Medical Group appointments KPI: Scheduling an appointment should be a simple, stress-free process. Medical Group teams from Idaho to Nevada are working on phone performance, centralized scheduling, and consumer experience related to scheduling. Medical Group caregiver teams are encouraged to keep access initiatives in mind and discussed daily in huddles. Please take time to download the MyHealth+ app and become familiar with how it can help with scheduling an appointment.
- Financial stewardship KPI: Intermountain teams are working on stewardship initiatives to ensure we remain financially strong to deliver on our mission. What steps can your team take locally to be good stewards of Intermountain's resources?
- Caregiver team engagement KPI: Take a moment to send a colleague a Kudos eCard and share words of praise and encouragement, or to say thank you. Sit down with your leader and review your team’s caregiver experience action plan. Is there an activity or idea you’d like to see your team implement during quarter 2?
Questions about the caregiver incentive plan? Talk to your leader or contact Ask HR at 801-442-7547 or askhr@imail.org.