BPM Revision - Unit 1

Aside from using them to gauge a company’s overall long-term performance, Key Performance Indicators (KPIs) are also used for the following except

• providing a focus for strategic improvement.

• creating an analytical basis for decision making.

• helping to focus on what patient service associates want most.

• optimising all healthcare processes to increase patient satisfaction.

Changes in employees' attitudes, behaviours, skills and performance as well as organisational culture are examples of changes in ____________.

Professor Amina was recently promoted to be the Chief Executive Officer (CEO) of a private hospital. Her new role requires her to ensure that the hospital meets the established performance standards, such as, clinicial, patient safety and welfare requirements stipulated in the legislation. Which one of the following management functions described the above?

• Controlling.

• Leading.

• Organising.

• Planning.

Major restructuring efforts in healthcare institutions are often the result of the following trends. (You may select more than 1 option for your answer.)

• Illness trends.

• Aging population.

• Evolving needs of patients.

• Technological advancements.

• More people with chronic ailments.

Thinking of alternatives, some interest or possibilities seen in the situation are signs of employees in the ____________ stage of the change process.

Which one of the following categories of managers is involved in reviewing daily and weekly reports on clinical performances?

• First-line.

• Junior.

• Middle.

• Senior.

Healthcare institutions that use the right Key Performance Indicators (KPIs) typically have better patient outcomes. For a polyclinic, a suitable KPI to assess patients’ satisfaction of its services would be

• staff punctuality.

• cost of medication.

• clinic utilisation rate.

• registration process.

Systems process, information process and automation are examples of changes in ____________.

Mervin, a 75-year old cleaner, slipped and fell from the stairs while at work. He feels dizzy, has a fracture on his left leg and deep cuts on his head and arms. Using the Patient Acuity Category scale, which category would Mervin be classified as, at the Accident & Emergency department?

• Non-emergency.

• Resuscitation and critically ill.

• Minor emergencies (ambulant).

• Major emergencies (non-ambulant).

Tick the boxes that are relevant tips to help managers deal with resistance from their employees on the impending changes.

• Listen to employees' concerns and feelings without stopping them.

• Recognise the loss they fear e.g. loss of competence and control.

• Encourage employees to share their scepticism and concerns regarding the change.

• Prevent common obstacles that come in the way.

• Initiate temporary pilot projects to help employees to understand the impacts resulting from the change.