On your first day, you receive the enclosed practice KPI dashboard, which outlines twelve metrics for twenty-four months in total. As the leader, your responsibility is to develop a performance improvement plan to address the most impactful areas hurting the medical practice.

The goals for this semester-long group project are to use the performance milestone check-ins as if they are a standing meeting with your Chief Operating Officer (COO) and deliver a final presentation to the stakeholders. Each performance improvement milestone will ask you to evaluate data to understand the performance and possible drivers, which will help you develop sound solutions to improve.

The final presentation will go before BPCA stakeholders, such as the practice's providers, medical leadership, and staff. Generally, the presentation should focus on outlining the problem, solution (using proven methods and approaches found using research), timelines, and approaches to measuring sustainment and effectiveness of your plan.

The structure of this project and accompanying milestones are meant to replicate common scenarios and expectations for healthcare managers.

Practice Highlights for FY21

In FY21, the practice employed 10 full-time physicians and advanced practice professionals (growth of 1 provider since FY20), and a combined total of 4 medical assistants, 2 registered nurses, 4 front desk/call center personnel, and 1 practice manager. The major events for this year are as follows:

• 1 provider reduced their clinical FTE from 1.0 to .8 FTE on a permanent basis
• 1 provider has notified you that they will be leaving the practice in FY22
• The front desk/turnover rate has been 50% per year
• The practice missed its cash collections target for the first time in recent years
• And you are replacing the outgoing practice manager.

1. What are the most significant changes between FY20 and FY21 performance?
2. What trends do you notice in the data between these years? Are there any intriguing trends that developed in the final months of FY21?
3. Referencing the key events document found in the KPI folder, which noteworthy events in FY21 could be impacting performance?
4. Which area(s) will your group focus on improving? Are there similar metrics that you can bundle together to make the improvement initiative more impactful? Note: this will become the basis for milestones 2 and 3 and the final project.
5. Thinking about your fictitious medical practice, what concerns do you have about making this project successful and why?

KPI Dashboard for Fiscal Year 2020 and 2021 - Boston Primary Care Associates_UPDA... - Saved to my Mac Q~ Search Sheet AutoSave OFF Share Home Insert Page Layout Formulas Data Review View Insert AP. Wrap Text General Calibri (Body) * 11 = = * Delete A - A - Sort & Cell Merge & Center $ ~ % " Conditional Format Styles Format Filter EE E Formatting as Table Paste h . A . Check for Updates Office Update To keep up-to-date with security updates, fixes, and improvements, choose Check for Updates. X V fx P R H32 J K L M V O D E F G H Aug-21 Year End 3 C Jul-21 Sep-21 Year-End Variance Dec-20 Jan-21 Feb-21 Mar-21 Apr-21 May-21 Jun-21 Goal Actual Nov-20 omain FY21 Metric Trends Oct-20 2,221 2,482 2,390 2, 168 26,872 26,586 -1.1% 1,998 2,103 2,003 2,265 2, 148 -21.0% 2,426 2,276 2, 106 66.9% 54.9% 40.3% 45.9% 40.4% 39.8% 80% 59.0% Out-patient visit volume (N) 80.6% 35488 New patients 80% within 30 days (%) 62.0% 58.2% 59.3% 72.1% 77.3% 2,826 3,005 2,566 3,300 2,611 3,163 3,013 3,093 2,813 2,750 6.6% 7.6% 6% 8.6% 2.6% 3,303 3,045 Total call volume (N) 6.9% 6.9% 4.6% 14.5% 7.8% 7.9% 12.0% 9.70 9.8% 8.5% -1.2% L O V ON UI A IN 18.6% 86.7% 80.1% 92.7% 91.5% Telephone abandonment rate (%) 87.5% 37.1% 93. 1% 95.5% 85.7% 92.6% 92.3% 95.0% 94.3% 1.0% 92.3% 90.0% 94.6% 100.0% 100.0% 95.7% 34.5% 95.5% Recommend this provider's office (%) 96.3% 95.7% 92.9% 84.6% 88.8% 5.7% 100.0% 96.4% 30.29% 94.5% Clerks treat with courtesy/respect (%) 91.7% 86.5% 34.6% 83.3% 100.0% 90.0% 91.3% 89.3% 92.9% 92.3% 90.0% 50% 0.7% 56.0% 58.0% 50.7% 10 Clerks helpfulness (%) 55.0% 49.0% 62.5% 58.3% 37.5% 26.0% 45.0% 56.2% 50.0% 46.2% 85.0% 87.0% 39.4% 12.7% 92.5% 0.2% 95.0% 96.6% 11 Provider office test results communication (%) 92.6% 34.5% 96.0% 94.3% 93.3% 94.7% 92.9% 92.9% 36% 34% 80% 45.5% 12 Provider explains in way you understand (%) 35% 42% 38% 45% 55% 0.6% -0.4% 39% 15% 46% 47% 19% 0.2% 1% 13 Co-pay collected (%) 1.0% 1.0% 0.3% 0.8% 0.4% 0.6% 0.7% 0.8% 0.3% 0.8% 0.4% 0.80% 0.1% 0.4% 0.8% 1.0% 1.6% 0.6% 0.9% 14 Authorization/Referral denial (%) 0.3% 0.5% 1.3% 1.2% 1.4% 0.5% 0.8% Sep-20 Year-End Variance 15 Timely filing denial (%) Year End Mar-20 Apr-20 May-20 Jun-20 Jul-20 Aug-20 Goal Actual Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 omain FY20 Metric Trends 2,020 24,829 25,592 3.1% 2,046 1,714 2,378 2, 149 2,447 2,230 1.929 2,475 49.5% 80% $7.3% -32.7% 2,201 2,007 1,996 Out-patient visit volume (N) 56.5% 46.2% 53.4% 40.3% 47.7% 42.1% 19 48.0% 53.8% 56.4% 3,219 2,823 34140 20 New patients 80% within 30 days (%) 36.8% 37.1% 2,583 3,024 2,928 2,782 3,055 2,763 2,587 2,659 2.534 3,183 9.9% 7.9% 7.1% 5% 9.1% 4.1% 21 Total call volume (N) 6.2% 8.6% 9.0% 1.8% 20.9% 11.9% 7.6% 6.2% 5.9% 7.8% 94.5% 88.5% 91.2% 100.0% 91.4% 96.2% 92.7% 22 Telephone abandonment rate (%) 100.0% 95.7% 95.8% 93.9% 83.9% 97.1% 100.0% 2.6% 100.0% 94.4% 97.1% 96.2% 100.0% 100.0% 94.5% 23 Recommend this provider's office (%) 90.6% 94.7% 100.0% 94.9% 100.0% 100.0% 95.7% 94.1% 94.4% 98.0% 0.4% 94.3% 96.8% 94.5% 24 Clerks treat with courtesy/respect (%) 1.3% 98.0% 100.0% 91.0% 94. 1% 94.0% 92.3% 63.4% 13.4% 94.1% 60.0% 63.2% 46.2% 50% 25 Clerks helpfulness (%) 61.5% 56.2% 54.3% 75.0% 77.8% 68.2% 75.0% 68.8% 57.7% 92.4% 89.3% 32.7% 94.8% 2.1% 26 Provider office test results communication (%) 91.5% 97.0% 92.1% 95.5% 100.0% 98.1% 92.3% 96.8% 47% 27 Provider explains in way you understand (%) 97.1% 80% 42.1% -37.9% 97.9% 38% 50% 44% 36% 43% 45% 33% 30% 33% -0.4% 0.8% 0.6% 34% 34% 0.7% 0.5% 1% 28 Co-pay collected (%) 0.6% 0.2% 0.7% 0.7% 0.6% 0.5% 0.8% 1.3% -0.05% 0.9% 0.80% 0.8% 29 Authorization/Referral denial (%) 0.0% 0.6% 0.5% 0.4% 0.3% 1.2% 1.0% 1.0% 0.5% 0.2% 1.2% 1.2% 30 Timely filing denial (%) 31 32 33 34 35 36 100% Sheet1 + + Ready