GCC Healthcare Performance Preview- 2016

GCC HOSPITALS PERFORMANCE PREVIEW 2016 BENCHMARKING REPORT

The KPI Institute

GCC Healthcare Performance

2016 Benchmarking Report

content Introduction

3

Research Methodology

4

Taxonomy

4

Executive Summary

6

Results Analysis Patient Focus Hospital Resources Administration Hospital Profile

7 8 25

Conclusions

51

References

51

39

2

The KPI Institute

GCC Healthcare Performance

2016 Benchmarking Report

INTRODUCTION GCC Hospitals Performance – 2016 Benchmarking Report is a primary research study initiated with the purpose of offering professionals the opportunity to get the pulse of their industry.

Current challenges, like technology advancements, big data, pressure to produce higher added value while minimizing costs and increasing patient expectations, are all having their fair share in transforming the healthcare industry and challenging hospital executives to create management systems that meet the needs of today’s business environment.

Insights are disseminated through a variety of publications, subscriptions services and through a knowledge platform available to registered members. Support in deploying these insights in practice is offered globally through training and advisory services. The KPI Institute activity revolves around the following 10 pillars.

Learning Specialized training programs meant to shed light on the essential insights and practical tools that improve business performance.

Certification Certification Programs designed to support professionals to achieve business excellence in 12 different practice domains that range from strategic planning and performance management to data visualization and innovation.

In healthcare, the need to measure increased significantly in the past decades and benchmarking contributes to identify the weaknesses and strengths of an organization, as well as, to help create a framework for managing change and continuous improvement.

Networking Access to a wide Community of Practice where professionals share their knowledge and expertise. The KPI Institute provides the perfect environment to keep up with the latest trends and events in the field of performance.

By analyzing a vast range of metrics used to monitor hospitals’ performance, professionals gain more insights upon the current healthcare performance standards and upon what matters the most in this industry.

Events Conferences, forums and executive meetings reaching globally that bring new trends and developments, industry best practices and the most innovating solutions in today’s business environment.

ABOUT THE KPI INSTITUTE The KPI Institute is a research institute specialised in business performance. It operates research programs in 12 practice domains ranging from strategy and KPIs to employee performance and from customer service to innovation performance.

Benchmarking Benchmarking studies that ensure you stay ahead of your competition, identifying opportunities to maximize results.

Awards The KPI Institute recognizes customers and partners that have excelled in driving business value through several award categories.

Research The most comprehensive collection of resources, research studies and tools to enable organizations to be always at the top of the game in their industry.

Consulting By embedding research outcomes and practical experience from the business environment, The KPI Institute offers high quality advisory services to guide organizations towards achieving their ultimate vision.

Publications In-depth reports, articles and templates that enable you to keep up to date with industry trends and leaders.

Solutions Sustainable technology solutions to support business processes and ensure agility in working with data in today’s business environment.

3

The KPI Institute

GCC Healthcare Performance

2016 Benchmarking Report

Research Methodology This quantitative study was conducted within the Gulf Cooperation Council (GCC) countries and it involved 8 hospitals from the following countries:

Based on an extensive secondary research, the most popular metrics used in the healthcare industry were identified. The calculation methodology for these metrics is available on smartKPIs.com and it was provided to all study participants in order to ensure consistency in data collection. The reference month for the data is May 2015.

Limitations From 100 metrics initially identified as relevant for the healthcare industry, conclusive data was collected only for 75 metrics.

Data was collected through a standardized questionnaire requesting calculated values for each metric in accordance to the reporting frequency identified in each case.

Among the hospitals analyzed the following differences must be acknowledged: 62.5% of hospitals are multispecialized;

Understanding data Data analysis consisted in identifying minimum, maximum and average values for each metric, as well as identifying any possible correlations between the results of various metrics. For a metric to be included in the analysis it should have at least 2 hospitals providing data, which led to the assessment of 75 metrics.

Differences in terms of hospital size, as it can be observed in the # Headcount graphic.

When comparing this study’s data with your own performance results consider the following recommendation: Any deviations from the values presented here to your own performance data is not necessary favorable of unfavorable.

This should be considered as merely an indication for additional analysis. The larger the discrepancy, the more need for additional scrutiny as performance results can vary significantly based on geographic area, hospital size and profile.

Among the 75 metrics included in the analysis, 65% were completed by more at least 50% of the respondents.

25%

<100

50%

100-500

# Headcount 500-1.000

12,5%

>1.000

12,5%

TAXONOMY The benchmarking report consists in 75 metrics structured as follows:

Patient Focus 32 metrics

{

Healthcare Outcomes Timeliness Patient Experience Safety

4 8 14 6

Hospital Resources Administration 23 metrics

{

Finance Technology Staff Engagement Compilance and Governance

7 7 6 3

Hospital Profile 20 metrics

{

Hospital Demographics Activity Profile Social Responsibility

4 8 14

4

The KPI Institute

GCC Healthcare Performance

2016 Benchmarking Report

TAXONOMY PATIENT FOCUS

HOSPITAL RESOURCES ADMINISTRATION

HOSPITAL PROFILE

Healthcare Outcomes % Cancer mortality rate % Successful surgeries of critical diseases % Successful completion rate of medical treatment % Medication error rate % Accuracy of diagnosis

Finance $ Earnings (revenue) $ Revenue per patient per day $ Revenue per physician $ Fixed costs $ Drug cost % Net profit margin # Labor multiplier

Hospital demographics # Medical specialties covered % Staffing rate  # Management-to-staff ratio % Healthcare professional staff # Non-physician practitioners (NPP) % Administrative staff to headcount # Nurses per physician # Patient volume per nurse

Timeliness % A&E patients of urgent cases with target waiting time # Emergency room patient wait time # Length of stay in the ER # Patient wait time in admissions # Laboratory test turn-around time (TAT) # Diagnostics waiting time # Treatment waiting time # Waiting time for planned surgical care Patient Experience % Patient-reported satisfaction with waiting times % Patient satisfaction with Emergency Department % Inpatient satisfaction with cleanliness % Patient-reported satisfaction with provision of information % Patient-reported satisfaction with food % Inpatient satisfaction with caring of staff % Patient satisfaction % Availability of use of translation services # Surgery cancellations on surgery day # Delay per scheduled consultation # Complaints received % Complaints responded to within standard time % Complaints resolved # Green areas available for patients

Technology % Ambulances with advanced medical equipment # Emergency equipment available % Treatment equipment tested % Outdated equipment still in use # Instances of medical information system unavailability % HIS data loss rate % Physicians using electronic medical records Staff Engagement % Employee absenteeism # Overtime hours per employee % Employee turnover # Training hours per full time equivalent (FTE) % Performance appraisals completed on time # Work-related accidents

Activity Profile # Hospital bed capacity % Hospital bed occupancy rate # Admissions # Ambulances available # Emergency Department visits resulting in hospital admissions % Unplanned readmission rate # Length of stay # Discharges % Outpatient surgeries Social Responsibility # Collaborations with other education agencies # First aid training programs delivered to population # Free health investigation campaigns among employees

Compliance and Governance % Compliance with JCI Standards # Employee custodianship of sensitive data % Successful financial audits

Safety % Compliance before patient contact # Hospital-acquired infections # Surgical-wound infections # Adverse events prevalence # Adverse drug reactions # Inpatient falls 5

The KPI Institute

GCC Healthcare Performance

2016 Benchmarking Report

EXECUTIVE SUMMARY KEY FINDINGS: 100%

% Successful surgeries of critical diseases Positive healthcare outcomes reflected by successful surgeries, high diagnosis accuracy and low mortality rate among cancer patients.

98%

% Net profit margin Hospitals rely on increased financial sustainability, supported by high profit margin.

95%

Minimum

Average

44.3%

Maximum

24.8%

5.3% Minimum

Average

8%

15

# Emergency Room patient wait time Timely medical services are available for patients, whether it is emergency care, waiting for treatment or admissions.

12

% Employee turnover In spite the overtime work hours that can reach up to 30 hours in a month, hospitals are experiencing low absenteeism and turnover rates.

7

Minimum

Average

Maximum

2% Minimum

3%

Average

99%

% Patient-reported satisfaction with waiting times Patients are mostly satisfied with how medical staff is caring for patients, with the cleanliness of the facilities and with provision of information.

88%

Maximum

1.8%

% Outdated equipment still in use Modern technology is used to streamline hospital processes and provide high quality medical services.

64%

Maximum

0.4% 0%

Minimum

Average

Maximum

Minimum

Average

95%

100%

% Compliance before patient contact Given high compliance with hygiene standards, hospitals are able to maintain hospital infection levels close to zero.

90%

% Hospital bed occupancy rate % Bed occupancy values seem to be higher with high capacity hospitals, while healthcare providers with low to moderate capacities are struggling to achieve efficient occupancy rates.

75%

Minimum Minimum

Average

Maximum

Maximum

57%

16% Minimum

Average

Maximum

6

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