Developing A Strategic Pl Balanced Scorecard In Nursing

Developing a Strategic Plan: Balanced Scorecard Healthcare systems are under pressure to be responsive to the patient’s demands while congruently aiming for higher quality of care and efficiencies (Jeffs, Merkley, Richardson, Eli, & McAllister, 2011). A management technique for solving problems along with strategy transformation is the utilization of a Balanced Scorecard (BSC). The BSC aligns with activities while keeping the mission and vision statements at the forefront (Groene, Brandt, Schmidt, & Moeller, 2009; Jeffs, et al., 2011). A BSC looks at and provides organizational performance in four dimensions. The dimensions are Financial, Customer, Internal Process, and Learning & Growth (Grigoroudis, Organoudaki, Zopounidis, 2012; Groene,

The BSC represents the unmet need at Mercy Medical Center of having culturally competent nurses. The four categories and the metrics along with correlations will be addressed in the BSC.

The Balanced Scorecard Development

It is important for the stakeholders to be involved in the process of developing the BSC (Fields & Cohen, 2011). Therefore, the stakeholders will come together to define the individual items that will be in each of the four categories of the BSC. Setting the metrics for each of the items in the categories will occur. The metrics are not to be disciplinary but rather a reflection of the reality (Fields & Cohen, 2011).

Financial Measures When utilizing the BSC, the financial measures to consider will be the number of cultural patient complaints. When there are more patient complaints, patient satisfaction decreases, and there is potential to lose market share as there is another hospital in the city. The data for the number of patient complaints will come directly from the patient complaints department. Along the same lines, there will be a question added to the callback nurse’s follow-up interview that will discuss the nurses meeting the cultural needs and beliefs of the patients. The callback nurse will provide the data. The percentage of multinational associates also plays into the finances as when multicultural associates are working in the organization; the community may feel more comfortable in this

450). The patient satisfaction surveys will incorporate cultural competence questions. Since not all patients receive the post-hospitalization survey, adding these questions to the discharge call-back questionnaire will occur. Satisfaction data will come from these two sources. As well, there should be a decrease in the number of cultural competency complaints filed with the patient relations department. This data will come from patient relations. The patient satisfaction scores along with a decrease in the number of patient complaints can outweigh the financial costs for the education. When the customers have satisfaction with their care, they will continue to utilize the organization’s