practice delivery and management Improved confidence for consumers Improved patient outcomes Improved patient outcomes Reduced health care costs through reduced adverse events misses and adverse events Improved risk management processes Reduced number and severity of adverse events Suggested Key Performance Indicators (KPIs) for monitoring and reporting Patient satisfaction reports Consumer complaints and compliments data Development and utilisation of procedure specific consent forms in health services Utilisation and compliance with Open Disclosure policy and processes Compliance against clinical standards Clinical indicators for safety and quality Implementation and compliance with evidence based clinical pathways and best-practice protocols Clinical performance data Clinical incidents and adverse events recorded Potential and actual claims Complaints and freedom of information (FOI) requests Decision support tools for monitoring high risk interventions Clinical audit outcomes Reports on activities and outcomes of QI committees Staff satisfaction Professional development and clinical skills training for staff Processes for introduction of new policies and procedures Systems for training staff in management Consumer (patient) value Clinical performance and evaluation Clinical risk Professional development and management Standards and policies Establish policies and procedures to improve patient knowledge and facilitate greater consumer participation and improvement in health service delivery and management, including: Establish policies and procedures to audit, monitor, review and evaluate clinical practice performance and management standards, including: Improved adherence to Develop and monitor policies and procedures to manage and implement changes for clinical risk, incident monitoring, clinical incidents and adverse events, including: Establish and review professional development and staff management policies, procedures and clinical audits, including: Staff orientation guidelines
Practice Mission Statement/ Goals/Aims Complaint management policy Consent policy and standardised procedure specific consent forms clinical practises and reduced variation in clinical practise Improved patient outcomes Reduced health care costs through reduced adverse events Clinical risk management policy Clinical incident monitoring and reporting policy Complaint management policy Guidelines for clinical incident investigation Establishment of a QI committee Informed consent guidelines and procedure specific consent forms Professional development and clinical skills training for staff Evidence based clinical practise guidelines Performance management policies and competency assessment processes Guidelines for introduction of new policies or procedures Consumer (patient) value Clinical performance and evaluation Clinical risk Professional development and management Examples of information tools Patient satisfaction survey Consumer complaints and compliments Data from review of use of consent forms De-identified patient data including: Complaints register Clinical incident, adverse event and sentinel event reports Medico-legal data Consumer complaints and compliments data Clinical audit data Clinical risk register Clinical incident, adverse event and sentinel event reports Medico-legal data Consumer complaints and compliments data Clinical audit data De-identified QI committee reports Staff satisfaction surveys Staff retention data Teaching and education Performance, development and management databases Clinical research and publications Other health workforce information