The increasing business emphasis on performance statistics aims to achieve continual development and confirmation that improvements and value for
money have been achieved. Contracts, particularly PFI encompass rigours
performance standards requiring the operators to have a comprehensive
monitoring regime and the client to be able to successfully audit the
effectiveness of this monitoring. Whether a contractual obligation or good
business practice all services must strive to operate a continuous cycle of
improvement.
Support services, particularly in the NHS that have not historically
been a focus for this attention. They have often been regarded as a source of financial savings, with a corresponding deterioration in standards. The importance of these services in underpinning clinical care is now recognised with in many cases the acknowledgement that increased funding may be essential.
Stimulating release of resources. The emerging national culture prompted
by the NHS Plan reinforces the need for audit of performance.
As funds become available for service improvement trusts will want to
see procedures in place that ensure value for money and that
improvements once implemented will be consistent and continual.
The National Standards of Cleanliness for the NHS Estates clearly outline
responsibility levels and reasons for audit and monitoring:
- Service delivery must be the responsibility of a designated Board member;
- Standards are becoming part of Performance Assessment Framework;
- National standards have been set against which all Trusts will be assessed;
- A programme of improvement is required;
- Devolved authority over performance (to the Modern Matron and Ward Sister) can only be effective within clearly defined operational parameters;
- Patient feedback must be seen to influence working practices.
(NHS Estates 2001b)
This basic premise established for cleaning can be applied productively to all
non-clinical services.
HOW CAN FM.SUPPORT HELP?
Evaluating performance.
Service success is achieved when all have a clear appreciation of what is
being delivered, to what standard and cost. Clear performance criteria
need to be established which minimise subjectivity For improvements to
be made an accurate understanding of today’s performance must be
obtained Even this will vary dependent on whether the views expressed
are of the provider, staff or patients
We Can
- Review service process to identify key deliverables
- Structure tenders and Service Level Agreements to encompass key deliverables
- Undertake Benchmarking, performance analysis, Best practice reviews to identify operational or financial standards
- Undertake staff workshops and reviews to incorporate their needs
- Conduct patient satisfaction surveys
- Walk the job to review and test performance
Monitoring
Historically within the NHS Monitoring within support services has been poor
Staff as well as managers recognise the desirability of monitoring to enable
improved performance.
We can
- Develop service-monitoring questions appropriate to the services, contract or standards
- Utilise unique handheld PC Power Survey with Questions
and develop appropriate database for results and review
- Train staff/supervisors/managers
Audits
While staff and contractors may monitor performance Periodic audits of
their results are essential to confirm the accuracy of monitoring and enable
an in depth assessment of operational performance
We will
- Evaluate both monitoring and service standards
- Build audit frameworks to incorporate both existing monitoring and operational standards
- Produce reporting programmes to analysis results
- Ensure results link to performance of penalty mechanisms
- Develop KEY PERFORMANCE INDICATORS to provide measurements suitable for board or senior management
Implementation
The success of monitoring and Auditing is dependent on the relevance
and affect each system id seen to have by both the participants and
recipients.
Our skills can help
- Ensure the accuracy and relevance of monitoring and audits
- Provide systems that can improve process
- Incorporate input from wide cross section of relevant individuals
- Give training to those involved
- Provide a range of results relevant to respective users
