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MMHA 6700 Healthcare Operations Management Question  Productivity Metrics In the Middleboro Physician Care Services, Inc. case, you are asked to examine the operations of an ambulatory, non-emergent care clinic which treats private and occupational health patients and provides services which do not include continuing or specialized medical care. Physician Care Services, Inc. is currently facing a number of challenges and opportunities which will impact their profitability.   Read Case 3: Physician Care Services, Inc., including Tables 3.2 and 3.3. Review the issues that surround provider productivity, to evaluate whether the organization can be successful in the new era of health care reform.   Describe the metrics you will use to evaluate the organization’s productivity. Explain how you will use the metric in evaluating productivity, and how the data will help measure the potential of the organization’s success in the new era of health care reform. Answer      The Metrics That Are Used For Determining The Organizational Productivity Are: Customer Satisfaction Score: This metric could be measured by Voice of Customer, Net Promoter Score and Customer Satisfaction score. It is significant for measuring the customer satisfaction. Employee Satisfaction Score: As there is always pressure on the employees it is a good way of finding the focus of employees on the job. This metric helps in determining on how the employees are happy in working in the organization and how much they are giving effort for the organization (Kumar et al., 2013). Cash Flow: The main blood life of business is cash. This one of the most critical as well as significant aspect of measuring the performance. The two metrics used are Days Sale Outstanding and Days Payable outstanding. Gross Margin: This is the best metric that could be used for measuring the productivity of the organization. If the gross margin is increasing and the more is the productivity gained. The Metrics Evaluated In A New Era Of Health Care System By The Following Ways: Operational Excellence: Operational excellence is the significant driver of the outcomes of patient as well as economic values. The suitable metrics helps in evaluating the extent of professional expertise and protocol delivering care. Value Proposition: the organization focuses on giving value to the patients and the families. Metrics helps in evaluating the health care outcome’s quality and it also measures the outcomes favorability (Strange et al., 2014). Performance metrics helps in measuring the performance of administrative section that satisfies the requirements of payer. Economic Value: Both quality as well as performance metrics helps in measuring the quality of health care delivery operations and it also measures the financial viability as well as budget performance. The data that are derived from the metric system helps in contributing for strategic as well as operational decision making. They track the record of the performance and record numerical facts for further analysis. Reference List Kumar, U., Galar, D., Parida, A., Stenström, C., & Berges, L. (2013). Maintenance performance metrics: a state-of-the-art review. Journal of Quality in Maintenance Engineering, 19(3), 233-277. Stange, K. C., Etz, R. S., Gullett, H., Sweeney, S. A., Miller, W. L., Jaén, C. R., … & Glasgow, R. E. (2014). Metrics for assessing improvements in primary health care. Annual review of public health, 35, 423-442.

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