Quality Improvement – Capability Building Programme *NEW
Improving quality is about making health care safe, effective, patient-centred, timely, efficient and equitable. It’s about giving the people closest to problems affecting...
Service Excellence
Our Commitment to our Patients & Customers
It’s about improvement. We INSPIRE by delivering safe, pioneering, and quality-driven services to our patients and customers. We achieve excellence by measuring and reporting the effectiveness and impact of all our services.
| High Performing Balanced Scorecard: Key Themes |
|---|
| PATIENT & CUSTOMER EXPERIENCE AT THE CORE |
| OPERATIONAL PERFORMANCE & DELIVERY |
| QUALITY MEASURES & METHODS |
| EVIDENCE, DATA & ANALYSIS |
| STANDARDS, GOVERNANCE & REPORTING |
Existing Measures, Data and KPIs
- Service delivery KPIs
- CCG Service Level Agreements (SLAs)
- BI dashboards
- NAAS/CAAS/SAAS or other audits
- Patient experience & feedback
- Datix information and lessons learned
- System, regional, national benchmark comparisons