Measurement

Vicki C. Grant, Director

Supporting Families National Program Office

covering kids& families Process

ImprovementCollaborative

How will we know that a change is an improvement?

This collaborative is about redesigning systems to increase efficiency and effectiveness.

It is not about measurement.

covering kids& families Process

ImprovementCollaborative

Measurement Guidelines• The question - How will we know that a change is an

improvement? - usually requires more than 1 measure. A balanced set of 5 to 7 measures helps assure that the system is improved.

• Measures should reflect the aim & make it specific

• Measures are used to guide improvement and test changes

• Purpose is for learning not judgment

• Integrate measurement into daily routine

• Plot data measures over time and annotate graph with changes

My Data Assumptions• All measures have limitations but, the

limitations do not negate all value • Measures are one voice of the system.

Hearing the voice of the system gives us information on how to act with the system

• Measures tell a story; goals give a reference point

covering kids& families Process

ImprovementCollaborative

Our Core MeasuresM1: Applications

ReceivedNumber of applications received in the month

M2: Percent

Approvals

100 X approvals in the month ÷ total application decisions made in the month

M3: Percent Denials

100 X denials in the month ÷ total application decisions made in the month

M4: Denials by

Reason 100 X denials ÷ total denials

M5: Percent Closures

100 X closures in the month ÷ cases at the beginning of the month + approvals in month

M6: Closures by

Reason100 X cases closed by reason ÷ total closures

M7: Percent of cases closed at renewal

100 X cases closed at renewal ÷ total cases scheduled for renewal

M8: Caseload Cases beginning of month + approvals in month – closures in the month

Annotated Run Chart

• Plot small samples frequently over time

Time Order (e.g., Month)

ObservedDataValue

(e.g., Denial Rate)

Change 1tested Change 2

tested

Run Chart of Measures

Some Additional Measures

• Balancing measures– Customer satisfaction– Employee satisfaction – QC like audit

• Effect of reduced churning on managed care organizations

• Reduced uncompensated care costs at hospitals

covering kids

& families Process ImprovementCollaborative