Benchmarking is the way an organization identifies the best practices in relation to products or services and the process of creating and delivering them. It helps to understand and assess the current state of an organization in relation to the best procedures identified to check gaps for improvement. Benchmarking involves clear understanding of the processes in an organization, then analyzing other processes from other organizations. After assessing all those, an organization compares their performance with others in order to identify the ways of improving their methods. Finally, it is implementing them to fill the identified gaps.
Opportunities for Improvement (OFI) involve opinions given by auditors on how to improve the quality of service in an organization. These suggestions may be given by external auditors, which the owners of the organization may put into action or ignore depending on the impact the suggestion may have on their business. Public Issue Tracker (PIT) involves analyzing the users’ feedback to improve the quality of service given to them. In healthcare, patients may give feedback on what they have received in relation to the services in the organization. For example, they may give feedback on the food provided.
While benchmarking involves analyzing other organization to improve their services, OFI’s involves external auditor’s suggestion on improving quality, whereas PIT’s involves collecting patients’ feedback to improve provision of services. Therefore, all these are required to improve the performance of the organization, like patient care and safety.
Root causes in managing a successful healthcare organization
Ineffective communication in healthcare organization results in poor service delivery that brings physical and emotional harm to the patients and their families. This will have a negative impact on the organization, like loss of client; hence, loss of income. Effective communication comprises information, which is delivered on time, and is accurate, unambiguous, complete and easy to understand by those intended. This helps to reduce errors, thereby increasing quality of patient care and safety. Effective communication encourages all those responsible to have mutual understanding of whatever they do, which results in a shared decision making process. Proper communication leads to effective management, planning, and service delivery, which brings customer satisfaction; hence, performance improvement.
Leadership is another issue in managing a successful healthcare organization, which entails governance, planning and executing plans to achieve the set goals. Healthcare organization is a system comprising of people, processes and other resources, like finance, which combine in a specific way to achieve desired goals. Successful management involves performance of different groups of leaders to achieve the goals set. The groups may include:
- The governing group that involves those, who carry out the administrative activities;
- The chief executive and other top managers;
- Those, who are licensed independent practitioners, like physicians, psychologists, neurologists.
All these groups work hand in hand to improve performance of the organization. For example, chief executive officer governs, managers supervise other administrators, while licensed independent practitioners may take part in implementation of plans and they may conduct clinical supervision.
The whole group of leaders should take ownership, so as to ensure an effective communication, which will facilitate quality care and safety to patients. This is because without one group the licensed practitioner can clinically supervise only other licensed practitioners. Therefore, administrators, chief executive and other senior managers including those licensed independent practitioners, must work together towards achieving organizational goals.