KPI's
Patient Wait Time: This will allow us to calculate the average amount of time a patient must wait between entering the hospital and seeing a doctor. This can help with staffing and scheduling and provide insight into patient satisfaction.
Average Number of Patient Rooms in Use At One Time: Will show us how well space at PIH is used to treat patients and helps determine if more or less space is needed in the facility.
Staff-To-Patient Ratio: Indicates the use and capacity of staff resources, which can affect the quality of patient care.
Bed or Room Turnover: Will demonstrate how fast patients are moving in and out of the facility. This affects the efficiency of the facility and should be considered when looking at patient satisfaction. We might want to consider tying this one closely with re-admittance rates to make sure that we are not letting people leave the facility who are not well.
Communication between Primary Care Physician, Proceduralist, & Patient: This will allow us to determine how frequently various parties are in communication with one another, increasing the quality of care for the patient. This will be measured by satisfaction, and sometimes measured by the number of documented communication activities.
Finance
Average Insurance Claim Processing Time & Cost: Averages the amount of time and money an organization spends processing insurance claims. When low, it indicates that the facility receives payment faster and there is less cost to the patient.
Claims Denial Rate: Will provide insight into the effectiveness of the hospital’s revenue cycle. A low claims denial rate means that the organization has more time to focus on patient care and spends less time on paperwork.
Average Treatment Charge: Will show the average amount that a facility charges a patient for a treatment. It can be broken down by treatment or shown as an average of all treatments or treatment categories.
Permanent Employee Wages: This will record the value of wages (including bonuses) paid to all full-time PIH employees during the reporting period. This is sometimes separated out by administration, and sometimes by direct providers of care.
Communications
Media Presence and Public Awareness
PIH continuously monitors its media presence by tracking mentions across news platforms, digital media, and social media channels. The hospital evaluates both positive and negative feedback to better understand public perception, strengthen community trust, and improve communication strategies.
Overall Patient Satisfaction
PIH regularly measures patient satisfaction by analyzing feedback related to medical care, staff behavior, hospital environment, waiting time, and service quality. High patient satisfaction reflects the hospital’s commitment to quality healthcare and patient-centered services, while constructive feedback helps identify areas for continuous improvement.
Clear and Patient-Friendly Communication
PIH ensures that all patient-related documents, forms, discharge summaries, consent forms, and informational materials are written in a clear, straightforward, and easy-to-understand manner. The hospital is committed to improving communication so that patients and their families can easily understand medical instructions, procedures, and healthcare guidance.
Internal
Trainings per Department
PIH regularly conducts departmental trainings and professional development programs to enhance staff skills, improve service quality, and ensure compliance with modern healthcare standards and protocols.
Mistake Event Monitoring
PIH monitors and records operational and clinical incidents to improve patient safety, staff performance, and equipment effectiveness. Continuous monitoring helps the hospital strengthen quality assurance and minimize errors.
Patient Confidentiality
PIH maintains strict patient confidentiality policies and secure handling of medical records to protect patient privacy and ensure compliance with healthcare ethics and data protection standards.
Partnerships with Advocacy and Healthcare Organizations
Over the years, PIH has developed professional relationships and collaborations with healthcare organizations, advocacy groups, and community partners to enhance healthcare awareness, outreach programs, and public health initiatives.
Public Health
Community Health Initiatives – Promoting healthier communities through immunization, awareness, and preventive healthcare programs.
Health Outreach & Awareness – Educating and engaging the community through impactful health awareness and outreach activities.
Community Wellness Programs – Supporting community well-being through healthcare education, prevention, and wellness initiatives.
Emergency
- Patient Wait Times By Process Step: Will show us the amount of time a patient must wait during his/her visit to the emergency area at PIH.
- Time between Symptom Onset & Hospitalization: Will gauge the amount of time between when a patient begins experiencing symptoms and when they were hospitalized.
- Number of Visitors (Patients) Who Leave without Being Seen: Will indicate the number of people who were unwilling to wait to see a physician. This may help determine if more beds or staff are needed to handle the number of patients coming in.
Care
Medication Errors – Monitors medication prescribing and administration errors, including incorrect medication, dosage, or patient details across inpatient and outpatient services.
Patient-to-Staff Ratio – Measures the availability of healthcare staff per patient to help ensure balanced staffing and quality patient care.
Patient Follow-Up – Tracks the number of patients receiving follow-up communication after their hospital visit to monitor recovery, satisfaction, and continuity of care.