Texas Tech Physicians has employed Key Performance Indicators (KPIs) for a 10-year period. There are several definitions of KPIs, but the one I like is:

A set of quantifiable measures an organization uses to gauge or compare performance in terms of meeting its strategic and operational goals.

As you know, we have focused on the following areas:

• Patient Satisfaction
• Financial Performance
• Employee Satisfaction
• Business Growth
• Quality Medical Care

All of these are important, and one cannot be ranked over the other. Some will argue it is all about financial performance. But, if the others are not doing well—there will be no financial success. We use a “balanced scorecard” approach. You can read all about that approach simply by googling the term.

So, how are we doing? Close to a decade should be more than enough time to judge.

In Patient Satisfaction, we have gone from the 27^th percentile (how we rank compared to our peers with the 99^th percentile being the best) to the 62^ndpercentile. We scored as high as the 80^th percentile. Our patients overall score us at a very respectable 92.6 percent. In other words, our patients give us very high marks. This is important, but our goal is 94.5 percent and to be at the 90 percentile.

Financially, we have improved revenue every year. See the 5-year graph below:

According to our surveys, we have improved overall job satisfaction in Employee Satisfaction. (Of course, some departments have improved more than others.) We added a good bit of meaningful (and we hope fun) new training opportunities, new recognition programs and special events such as the highly successful Dean’s Reception on February 3. Participants say they enjoy our Lunch and Learn series, and we had some great speakers. These are just a few things we are doing to continue to make Texas Tech Physicians a great place to work.

In Business Development, our Patient Mix improved from 26.2 percent commercial in FY12 to 29.7 percent commercial in FY17, and our Payor Mix from 37.1 percent commercial in FY12 to 42 percent commercial in FY17. This may not appear like a huge change, but these percentages require great effort to move.

In Quality Improvement, we really shine and have good statistics that allowed us to earn close to maximum dollars in Meaningful Use, PQRS, DSRIP and NAIP contracts. We are preparing for MACRA and MIPS. (Another column another day.)

Developing and tracking KPIs shows how departments can work together to achieve the goals of Texas Tech Physicians, and also how individuals within each department can contribute to our success. Thank you for your contribution.