Running head: HEALTHCARE OPERATION MANAGEMENT

Healthcare Operation Management

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The metrics that are used for determining the organizational productivity are:

1) Customer Satisfaction Score: This metric could be measured by Voice of Customer, Net

Promoter Score and Customer Satisfaction score. It is significant for measuring the

customer satisfaction.

2) Employee Satisfaction Score: As there is always pressure on the employees it is a good

way of finding the focus of employees on the job. This metric helps in determining on

how the employees are happy in working in the organization and how much they are

giving effort for the organization (Kumar et al., 2013).

3) Cash Flow: The main blood life of business is cash. This one of the most critical as well

as significant aspect of measuring the performance. The two metrics used are Days Sale

Outstanding and Days Payable outstanding.

4) Gross Margin: This is the best metric that could be used for measuring the productivity of

the organization. If the gross margin is increasing and the more is the productivity gained.

The metrics evaluated in a new era of health care system by the following ways:

Operational Excellence: Operational excellence is the significant driver of the outcomes

of patient as well as economic values. The suitable metrics helps in evaluating the extent

of professional expertise and protocol delivering care.

Value Proposition: the organization focuses on giving value to the patients and the

families. Metrics helps in evaluating the health care outcome’s quality and it also

measures the outcomes favorability (Strange et al., 2014). Performance metrics helps in

measuring the performance of administrative section that satisfies the requirements of

payer.
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Economic Value: Both quality as well as performance metrics helps in measuring the

quality of health care delivery operations and it also measures the financial viability as

well as budget performance.

The data that are derived from the metric system helps in contributing for

strategic as well as operational decision making. They track the record of the

performance and record numerical facts for further analysis.

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Reference List

Kumar, U., Galar, D., Parida, A., Stenström, C., & Berges, L. (2013). Maintenance performance

metrics: a state-of-the-art review. Journal of Quality in Maintenance Engineering, 19(3),

233-277.

Stange, K. C., Etz, R. S., Gullett, H., Sweeney, S. A., Miller, W. L., Jaén, C. R., ... & Glasgow,

R. E. (2014). Metrics for assessing improvements in primary health care. Annual review

of public health, 35, 423-442.