Metrics Should Track Multiple Parameters
facility management, metrics, health care July 21, 2008
I’m Ed Sullivan, editor of Building Operating Management magazine. Today’s topic is the value of having facility metrics that track multiple parameters.
One of the key goals of metrics is to link facility performance with an outcome that is important to the organization. A case in point is the Press Ganey survey, a tool widely used in health care to rate patient satisfaction.
Press Ganey scores often record an increase in patient satisfaction with the physical environment when a room is remodeled. That makes Press Ganey scores potentially useful for justifying investments in facilities. But even in a hospital, patient satisfaction scores don’t tell the whole story.
In one case, a hospital made a significant upgrade in its cafeteria. The facility executive waited for patient satisfaction scores to rise – but they refused to budge. That was a disappointment to the facility executives until he looked at another set of metrics and saw that employee satisfaction had jumped. That’s an important issue in health care, and the gains on that scale showed that the investment in the cafeteria had paid off.
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