Quarterly Balanced Scorecard Report - Asante

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Published on April 26, 2016

Accountability to Our Patients

How We Measure Up: The Balanced Scorecard

Being accountable to our patients and community is essential to earning your trust and building a reputation for excellence. Accountability means making the right clinical and managerial decisions, managing resources efficiently, and measuring our performance against state and national benchmarks. These goals are achieved with the help of our Balanced Scorecard.

Care of the Community

 

Total Community Benefit
Part of Asante’s mission is to provide quality healthcare to any person who lives in Southern Oregon or Northern California who needs medical care whether or not they can pay. As a not-for-profit health system, Asante must give the Total Community Benefit dollar amount on its tax form. The higher the number is the more Asante has given help to those in need.

Care of the Patient

Patient Experience
Asante cares about how its patients feel their visit went. To measure this, Asante uses a survey called the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).  The higher the number, the happier patients were with their visit. If Asante meets its target, it has scored better than 66% of other health systems in America.

Outpatient Emergency Department (ED) Experience
Patients having a visit at an emergency department are a main way that patients have a visit within Asante.  Since this area sees such high numbers of patients, we want to assure a good visit.  To measure how patients feel about their visit, we send a survey out.  The higher the number, the happier patients were with their visit. If Asante meets its target, it has scored better than 69% of other health systems in America.

APP Office Satisfaction
Asante Physician Partners (APP) offices want every patient to have a great visit. To measure this, APP mails a survey to patients to fill out and return. The higher the number, the happier the patient was with their visit. If APP meets the target, then it will have scored better than 58% of other doctor’s offices.

Patient Throughput
Asante believes that patients like to get care as fast as possible. To score this, Asante keeps track of the minutes it takes for a patient in the emergency department (ED) to check in and be admitted as an inpatient, if they need to be. If Asante meets its target, it will have a time that is better than average with other hospitals in Oregon. The lower the number, the faster the patient was admitted.

Mortality Rate
Asante wants to have as few patients die in their hospitals as possible. Some patients’ type of illness makes it more likely for them to die.  For this measure, Asante is putting special focus on three illnesses: heart failure, ischemic stroke and chronic obstructive pulmonary disease (COPD). The lower the number, the better Asante is doing.   If Asante meets its target, it will mean that Asante performed at or above average with other hospitals in America.

30 Day Readmissions
When a patient leaves an Asante hospital, Asante wants the patient to stay healthy. To measure how Asante is doing, they check to see if a patient returns to the hospital as an inpatient within 30 days. A lower number means fewer patients are coming back to the hospital.  If the target is met then Asante has performed better than 80% of other hospitals.

Patient Safety
Asante wants every patient visit to be safe while in their hospitals. To measure this, Asante keeps track of a number of problems that could happen to a patient; some examples are falling out of bed or a surgical site infection. The lower the number, the better. If the target it met then Asante has performed above average when compared to other hospitals in America.  

Physician Relations

APP Primary Care Providers
To give the community better access to doctors, Asante started Asante Physicians Partners (APP). A group of providers (doctors, nurse practitioners, physician assistants) that Asante is focused on improving access to in Primary Care.  The goal is to bring 15 new Primary Care Providers into APP over the next year.  

Employee Engagement

Employee Partnership
Part of Asante’s vision is to be a great place to work. To measure how employees feel about their job, Asante gives a survey once a year. The higher the score, the more satisfied employees are with their job.  If the target is met Asante has performed better than 75% of other health systems in America.

Asante Turnover Rate
One way to measure whether or not Asante is a great place to work is by the number of employees who leave Asante each year. The lower the number, the better Asante is doing as a great employer. If the target is met then Asante will have a turnover rate that is 1% lower than the national average.

Financial Accountability

Operating Income Margin
There are many ways to measure a company’s financial strength. Asante looks at the operating income margin because it measures the company’s overall finances. The higher the number, the better Asante is performing financially. If the target is met it will help Asante keep it’s A+ credit rating standard. A company’s credit rating is similar to a person’s FICA credit score. 

Cost Per CMI Adjusted Equivalent Discharge
Asante is working to improve the cost of care in all of its locations.  The Cost Per CMI Adjusted Equivalent Discharge allows Asante to measure the cost of all patient visits and compare them to others across Oregon and the country. If Asante meets its goal, the cost of care will be below average when compared to other hospitals in Oregon.

Reviewed by Philip Stanley on April 27, 2016

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Balanced Scorecard

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Balanced Scorecard Key - Asante

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High-Quality Healthcare for Everyone

As the largest healthcare provider in nine counties, Asante provides comprehensive medical care to more than 580,000 people throughout Southern Oregon and Northern California. Our facilities include Asante Ashland Community Hospital in Ashland, Asante Rogue Regional Medical Center in Medford, Asante Three Rivers Medical Center in Grants Pass, Asante Physician Partners and additional healthcare partnerships throughout the region.

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