Appendix Table 1. Process and Outcome Measures Targeted by Organization and Training
Type
Organization
Type
Open University
Hospital
(Includes UPMC
Hospitals)
Issues
Addressed
Patient
Experience,
Patient Safety,
Efficiency,
Quality
Process and Outcome Measures
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Improve nursing customer service
Improve room cleanliness
Improve pain management
Reduce healthcare acquired infections (HAIs), including surgical
site infections and blood stream infections
Reduce the number of workplace injuries
Improve the workplace injury reporting process
Increase emergency department (ED) efficiency (metrics: door to
room, door to provider, door to admission, number of elopements,
turnaround time for radiology, etc.)
Improve patient satisfaction with ED (Press Ganey scores)
Increase efficiency in imaging department
Increase test/diagnostic procedure efficiency (reduce number that
need to be rescheduled)
Reduce errors in the pathology lab
Improve turnaround time
Decrease no-shows for diagnostic tests and labs
Improve efficiency for meal and linen delivery
Reduce resident falls
Decrease number of resident infections
Improve response time for resident call bells
Reduce bed turnaround time
Improve meal delivery accuracy
Improve discharge process across seven metrics
Improve intake process to reduce redundancy

Reduce referral processing time for specialists

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




Improve census in the Villas
Improve café profitability
Decrease charges for unscheduled pharmacy deliveries
Decrease overtime payment
Reduce charges for floor cleaning
Reduce utility use/charges
Improve intake process (live calls, reduced time to appt)
Reduce paperwork (increase use of handheld computers)
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Medical Practice
Long Term Care
Quality
Patient
Experience,
Patient Safety,
Efficiency
Behavioral Health
Patient
Experience,
Patient Safety,
Efficiency
Other
Quality,
Efficiency
Customized University
Long Term Care
Profitability
Behavioral Health
Quality,
Efficiency,
Patient
Experience
Organization
Type
Hospital
Issues
Addressed
Efficiency,
Quality
Champion Programs
Nurse
Efficiency,
Quality,
Patient Safety,
Patient
Experience
Physician
Efficiency,
Productivity,
Quality,
Patient Safety
Pharmacist
Polypharmacy,
Patient Safety
Process and Outcome Measures








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Improve filing accuracy
Improve patient throughput (2*)
Improve efficiency for linen system (time)
Reduce defects in surgical pathology cases
Decrease turnaround time
Decrease medical errors
Improve customer satisfaction
Improve employee satisfaction
Decrease waste

Improve efficiencies in the ED (reduced time for nurses to
accomplish particular tasks)
Decrease emergency response time
Increase clinic efficiency and reduce patient wait time

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









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Reduce no-show rate (open access scheduling)
Increase productivity (number of patients seen per day)
Increase immunization rates
Improve cardiac surgery outcomes
Increase quality of pap smear testing
Decrease the number of elective inductions
Reduce the number of catheter-related complications
Decrease patient wait time
Increase the number of available appointments
Reduce patient visit length
Improve patient contact time
Improve measures for clinical diabetes
Improved communication between hospital and post-acute care
settings (metric: PAC staff satisfaction)
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






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

Improve fall risk assessment (new form)
Reduce patient falls (2*)
Reduce medication errors for HIV patients
Increase number of patients discharged with medications
Increase number of patients counseled about medications
Improve patient knowledge about medications
Reduce medication-related ED visits and readmissions
Increase the number of medication reviews completed (2*)
Reduce the impact of polypharmacy
Use new medication passport
Improve pharmacist/doctor communication (2*)
*The number in parentheses indicates the number of organizations in this organization type that pursued the same
outcome.