The Power of Benchmarking
Benchmark is a very old word that refers to a distinctive mark made on a fixed object that serves as a reference point in determining one's current position on topographical surveys and tidal observations. In today's business world, it has been adopted to refer to practices of other businesses against which our own performance can be evaluated and improved by learning their best practices.
Effective benchmarking can help an organization in many ways which include but are not limited to problem solving, strategy development, planning, goal setting, process improvement, quality improvement, reengineering, education and change facilitation. It is a technique that helps an organization to move from its current level of performance to a new and better level of performance faster and easier by learning from the experiences and lessons (both good and bad) of others who have already made similar attempts.
By definition, benchmarking is a systematic process of searching for best practices, innovative ideas, and highly effective operating procedures that lead to superior performance. It is intended to accelerate progress and improvement by studying the best business practices, operating tactics, and winning strategies of others.
A common misconception is that benchmarking is limited to comparing data from one organization to that of other organizations to determine how one measures up in comparison. While the comparison of data, (commonly referred to as metrics in benchmarking literature), is an important step in a good benchmarking activity, it is not the intended outcome. Stopping at this step can be easily turn benchmarking into one more form of soft quality as it may lead to conclusions that are inaccurate and limit opportunity for learning and growth.
To learn more about benchmarking, see the attached lesson titled The Power of Benchmarking.
Patient Satisfaction Blog
The debate over qualitative versus quantitative data is heating up in health care as providers look for ways to effectively measure and manage patient satisfaction in an increasingly competitive market place. The answer doesn’t live in choosing one or the other. It is found in learning how to marry the benefits of each in a [...]
Effective measurement of patient satisfaction is much more than just sending out surveys and aggregating results. When effectively woven into a quality program, it allows a provider a final opportunity to connect with the patient, determine what would foster patient loyalty in the future and catch those issues that have angered patients but slipped through [...]
Providers that manage patient satisfaction measurement as one more form of soft quality in today’s environment choose to increase their risk of ending up as a casualty along the highway to health care’s future. An activity falls into the category of “soft quality” when its design and implementation creates the perception of action without it [...]
The impact of a patient satisfaction measurement system is influenced by how important it is perceived to be by the patient.
An effective patient satisfaction system works to be responsive to the four major consumer groups.
An effective patient satisfaction system helps an organization to better understand those patient value propositions that are most important to the consumers of health care services.
An effective patient satisfaction system is proactively aligned with the changing needs and dynamics of the patient relationship.
Always build your surveys to support achieving the Ten Commandments of Patient Care.
Quality begins on the inside... and then works its way out. -- Bob Moawad
Don't be afraid to give your best to what seemingly are small jobs. Every time you conquer one it makes you that much stronger. If you do the little jobs well, the big ones will tend to take care of themselves. -- Dale Carnegie
Aim at perfection in everything, though in most things it is unattainable. However, they who aim at it, and persevere, will come much nearer to it than those whose laziness and despondency make them give it up as unattainable. -- Lord Chesterfield
Teamwork is the ability to work together toward a common vision. The ability to direct individual accomplishments toward organizational objectives. It is the fuel that allows common people to attain uncommon results. -- Andrew Carnegie
Change does not change tradition. It strengthens it. Change is a challenge and an opportunity; not a threat. -- Prince Phillip of England
