Performance management, often referred to as process management, is a strategy that can be used to achieve an optimum mix of quality, safety, patient satisfaction and solvency. The basis of performance management is the effective use of resources, as measured by quantifying processes and outcomes using key performance indicators (KPIs) – core measures that gauge the performance of an organization in particular areas. There is more to performance management than selecting a few KPIs from a list and feeding them into a graphical dashboard system. It’s about behavior change, leadership, and vision.

Written for administrators, clinical staff, process improvement managers and information technology personnel of healthcare organizations, this second edition provides the knowledge necessary to provide the leadership and vision for a performance measurement initiative. This practical resource provides a high-level review of the quality/safety initiatives in healthcare, describes the implementation process from an IT perspective, and offers high-level clinical, financial and cultural details. It features an extensive listing of clinical and non-clinical KPIs: a glossary including financial, medical, and operational terms; and appendices of organizations and sources of indicators and benchmarks.

chapter 1|12 pages


chapter 2|10 pages

Performance Management Strategies

chapter 3|6 pages

Meaningful Use

chapter 4|10 pages

The Performance Management Cycle

chapter 5|14 pages

Key Performance Indicators

chapter 6|30 pages

Nonclinical Indicators

chapter 7|28 pages

Clinical Indicators

chapter 8|6 pages


chapter 9|12 pages


chapter 10|10 pages

Behavior Change

chapter 11|16 pages