You are part of a task force charged with building a balanced scorecard to be used in evaluating performance in the emergency department of a small regional hospital. For years the hospital experienced a steady and predictable flow of patients into the emergency department, in part, because they had the only emergency department within 20 miles. That all changed eighteen months ago when a new urgent care facility opened up nearby. The volume of patients has been declining ever since the new facility opened. Last months reports show that the patient volume is down 30% compared to the same month last year. In addition, the emergency department has lost some valuable long-term employees to the urgent care facility. Based on the exit interviews conducted by Human Resources, the employees who left felt that they were being forced to work with outdated technology and were not treated with respect by management. An analysis by the hospitals management suggests that the new urgent care facility is valued by many patients because they can login to the new urgent care facility from home to setup an appointment and determine how long they will need to wait for service. Unlike the hospital, the new urgent care facility makes very effective use of technology.

Indicate where on the balanced scorecard (Financial, Patient, Internal Business Process or Learning and Growth) you would most likely find each of the following metrics?

1. Time the patient has to wait before treatment.

1. Financial b. Customer c. Internal Business Process d. Learning & Growth

2. Profitability

1. Financial b. Customer c. Internal Business Process d. Learning & Growth

3. Number of patient complaints

1. Financial b. Customer c. Internal Business Process d. Learning & Growth

4. Employee satisfaction survey score.

1. Financial b. Customer c. Internal Business Process d. Learning & Growth

5. Turnover rate

1. Financial b. Customer c. Internal Business Process d. Learning & Growth

6. Patient satisfaction survey score.

1. Financial b. Customer c. Internal Business Process d. Learning & Growth

7. % of patients recommending the emergency department.

1. Financial b. Customer c. Internal Business Process d. Learning & Growth

8. Medication error rates

1. Financial b. Customer c. Internal Business Process d. Learning & Growth

9. Contribution Margin

1. Financial b. Customer c. Internal Business Process d. Learning & Growth

10. Training hours per employee

Financial b. Customer c. Internal Business Process d. Learning & Growth