Tuesday, 22 September 2015 21:54

Defining the Flawless Care Measure

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HealthEast Care System is a community-focused, nonprofit healthcare organization that includes one long-term acute-care hospital (126 staffed beds), three short-term acute-care hospitals (500-plus staffed beds), outpatient services, clinics, home care, hospice, and medical transportation. We have 7,300 employees, 1,200 volunteers, and 1,500 physicians on staff.

HealthEast has continued to discuss and define a global or organizational approach to measuring flawless care across the system. Initially, there were some heated, passionate discussions regarding how to measure, what to measure, and how to make this a meaningful, actionable initiative. The following is what was defined and agreed upon as a result of those many discussions across HealthEast.

Thinking about Flawless Care

Specifically, we determined that flawless care should:

Help us to identify the greatest opportunities;

Inspire and continuously move the organization toward a common distant goal;

Measure areas of performance at the entity, business unit, and organizational levels via a balanced scorecard to calculate the overall organization flawless care score; and

Reduce readmissions, which are a type of flaw, and included to continue and expand the good work done over the past few years. The way we measure improvement will be different, so no one measure will dominate the results.

The Concept Of Flawless Care Aligns With:

The lean concept of seeking perfection and minimizing defects;

Our obligation to ensure that patients avoid harm;

Transparency and a culture of quality and safety; and

The need to measure performance across:

    • Multiple dimensions (structure, process, and outcome)
    • Multiple levels (business unity, entity, organization, and population)
    • Multiple clinical areas
    • Care that is episodic and longitudinal

Flawless Care Measure Principals

Define a flaw:

    • Structure or process: Standard not met
    • Outcome: Not optimal

Improvement goal and aggregate should be defined for each area.

This should include measures of patient care, but also patient harm and organizational and system characteristics (reliability, culture, and learning).


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Last modified on Tuesday, 22 September 2015 22:20

Kathleen Geier is the director of clinical and regulatory performance at HealthEast Care System in St. Paul, MN. She leads the strategic planning and oversight of government-required pay-for-performance and commercial payor clinical and regulatory performance measures. She is also a member of the Minnesota Statewide Quality Reporting and Measurement Committee for 2014-2016.