Performance measurement and improvement frameworks in health, education and social services systems: a systematic review.

PURPOSE To perform a systematic review, supplemented by a targeted grey literature scan, for performance measurement and improvement frameworks within and across the health, education and social service systems. The intended outcome was the creation of a foundation of evidence to inform the development of cross-sectoral quality improvement frameworks. DATA SOURCES MEDLINE, CINAHL, PsycINFO, ERIC, EMBASE, Social Services Abstracts, Social Work Abstracts and Education Index Full Text were searched up to April/May 2007. In addition, 26 governmental and 27 organizational websites were searched. STUDY SELECTION English language material with a publication date of 1986 or more recent that described a health, education or social services multidimensional framework for performance measurement and improvement. Data extraction The framework name; administrative sector; level of application; setting; population of interest; categories of quality described within the framework; country of application; and citations to other performance measurement and improvement frameworks were extracted from each article. RESULTS In total, 111 frameworks were identified. Most frameworks (n = 97) were developed in or for the health sector. A concept sorting exercise identified 16 quality concepts applicable across many settings, sectors and levels of application. CONCLUSION This systematic review of quality domains will be relevant and useful to those who are developing and using performance measurement and improvement frameworks for adult and child populations within or across the health, social service or education sectors.

[1]  R. Al-Qutob,et al.  The assessment of reproductive health services: a conceptual framework for prenatal care. , 1996, Health care for women international.

[2]  Scott W Goodspeed,et al.  Metrics Help Rural Hospitals Achieve World‐Class Performance , 2006, Journal for healthcare quality : official publication of the National Association for Healthcare Quality.

[3]  M. Ashworth,et al.  Quality and Outcomes Framework: smoke and mirrors? , 2010, Quality in primary care.

[4]  C. Weisman,et al.  Quality Management in Public and Community Health: Examples from Women's Health , 2001, Quality management in health care.

[5]  R. Grol,et al.  Which data source in clinical performance assessment? A pilot study comparing self-recording with patient records and observation. , 2004, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[6]  P. Vallejo,et al.  A proposed adaptation of the EFQM fundamental concepts of excellence to health care based on the PATH framework. , 2006, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[7]  Dimensions of quality: a framework for quality management in healthcare. , 1996, Journal for healthcare quality : official publication of the National Association for Healthcare Quality.

[8]  Alastair Baker,et al.  Crossing the Quality Chasm: A New Health System for the 21st Century , 2001, BMJ : British Medical Journal.

[9]  A. Donabedian.  The quality of care. How can it be assessed? , 1988, JAMA.

[10]  P. Simpson,et al.  A Model for Evaluating Collaborative Health Care Programs for Children With Special Needs , 2000 .

[11]  Bruce W. Harber.  The balanced scorecard solution at Peel Memorial Hospital. , 1998, Hospital quarterly.

[12]  A. Glass.  Nursing Home Quality: A Framework for Analysis , 1991, Journal of applied gerontology : the official journal of the Southern Gerontological Society.

[13]  N Klazinga,et al.  The EFQM excellence model: European and Dutch experiences with the EFQM approach in health care. European Foundation for Quality Management. , 2000, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[14]  J. Santiago,et al.  Use of the balanced scorecard to improve the quality of behavioral health care. , 1999, Psychiatric services.

[15]  A. Mooney,et al.  Deconstructing quality: A conceptual framework for the new paradigm in day care provision for the under eights , 1995 .

[16]  K. Mckenzie,et al.  Quality here, there and everywhere: the application of a multi-dimensional learning tool to learning disability health services. , 1999, Health bulletin.

[17]  Strategic management system in a healthcare setting--moving from strategy to results. , 2005, Healthcare quarterly.

[18]  A. Avery,et al.  Assessing the quality of preschool child health surveillance in primary care: a pilot study in one health district. , 2002, Child: care, health and development.

[19]  M. Levy,et al.  Quality indicators for end-of-life care in the intensive care unit* , 2003, Critical care medicine.

[20]  Demetrius Karathanos,et al.  Applying the Balanced Scorecard to Education , 2005 .

[21]  R. Kaplan,et al.  The Balanced Scorecard , 2000, Quality Management in Health Care.

[22]  N. Denzin,et al.  Handbook of Qualitative Research , 1994 .

[23]  A Donabedian,et al.  The quality of care. How can it be assessed? 1988. , 1997, Archives of pathology & laboratory medicine.

[24]  G. Pink,et al.  Use of the balanced scorecard in health care. , 2003, Journal of health care finance.

[25]  R J Maxwell,et al.  Dimensions of quality revisited: from thought to action. , 1992, Quality in health care : QHC.

[26]  P. Robinson,et al.  A Model for Evaluating the Delivery of Pediatric Primary Care Services , 1991, Quality assurance and utilization review : official journal of the American College of Utilization Review Physicians.

[27]  Yu-Chi Tung,et al.  Using Path Analysis to Examine Causal Relationships Among Balanced Scorecard Performance Indicators for General Hospitals: The Case of a Public Hospital System in Taiwan , 2006, Health care management review.

[28]  J. Turan,et al.  The quality of hospital-based antenatal care in Istanbul. , 2006, Studies in family planning.

[29]  Onyebuchi A Arah,et al.  A conceptual framework for the OECD Health Care Quality Indicators Project. , 2006, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[30]  Michael Shwartz,et al.  Achieving Consensus Across Diverse Stakeholders on Quality Measures for Mental Healthcare , 2004, Medical care.

[31]  M. Moreland,et al.  Achieving Excellence in Veterans Healthcare—A Balanced Scorecard Approach , 2003, Journal for healthcare quality : official publication of the National Association for Healthcare Quality.

[32]  Janet M. Corrigan,et al.  Envisioning the national health care quality report , 2001 .

[33]  R. Kaplan,et al.  The balanced scorecard--measures that drive performance. , 2015, Harvard business review.

[34]  M. Ward,et al.  A 10-Rights Framework for Patient Care Quality and Safety , 2007, American journal of medical quality : the official journal of the American College of Medical Quality.

[35]  A. Lawthers,et al.  Rethinking quality in the context of persons with disability. , 2003, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[36]  Adalsteinn D. Brown,et al.  Development of a set of strategy-based system-level cancer care performance indicators in Ontario, Canada. , 2005, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[37]  S. Shortt,et al.  Accountability in public health units: using a modified nominal group technique to develop a balanced scorecard for performance measurement. , 2003, Canadian journal of public health = Revue canadienne de sante publique.

[38]  Jonathan E Fielding,et al.  Public health quality measurement: concepts and challenges. , 2002, Annual review of public health.

[39]  A. Sujeer,et al.  Local public health performance measurement: implementation strategies and lessons learned from aligning program evaluation indicators with the 10 essential public health services. , 2005, Journal of public health management and practice : JPHMP.

[40]  A. King.  Improving quality (IQ): a systems approach for the New Zealand health and disability sector. , 2003, The New Zealand medical journal.

[41]  H. Koch.  Implementing and sustaining total quality management in health care , 1992 .

[42]  C. Sirio,et al.  A new conceptual framework for ICU performance appraisal and improvement. , 2002, Journal of critical care.

[43]  S. Shortt,et al.  Accountability in Public Health Units , 2003 .

[44]  J. Fortney,et al.  A framework for the evaluation of quality care in maternity services. , 2000 .

[45]  B. Weiner,et al.  Using the balanced scorecard to characterize benefits of integration in the safety net , 2005, Health services management research.

[46]  G R Baker,et al.  Creating a balanced scorecard for a hospital system. , 2001, Journal of health care finance.

[47]  W. van den Brink,et al.  A quality framework for addiction treatment programs. , 2005, Addictive behaviors.

[48]  M. Macdonald.  Using the Balanced Scorecard to Align Strategy and Performance in Long Term Care , 1998, Healthcare management forum.

[49]  Ping-Ling Chen,et al.  Using a balanced scorecard to improve the performance of an emergency department. , 2004, Nursing economic$.

[50]  Karen Davis,et al.  U.S. health system performance: a national scorecard. , 2006, Health affairs.

[51]  D B Evans,et al.  Measuring quality: from the system to the provider. , 2001, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[52]  E H Wagner,et al.  Quality improvement in chronic illness care: a collaborative approach. , 2001, The Joint Commission journal on quality improvement.

[53]  H. Bernard,et al.  Techniques to Identify Themes , 2003 .

[54]  J. Sperl-Hillen,et al.  Challenges of Change: A Qualitative Study of Chronic Care Model Implementation , 2006, The Annals of Family Medicine.

[55]  D. Northcott,et al.  The NHS Performance Assessment Framework: a "balanced scorecard" approach? , 2002, Journal of management in medicine.

[56]  K. Kizer.  The "New VA": A National Laboratory for Health Care Quality Management , 1999, American journal of medical quality : the official journal of the American College of Medical Quality.

[57]  F Champagne,et al.  A performance assessment framework for hospitals: the WHO regional office for Europe PATH project. , 2005, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[58]  J. Bruce.  Fundamental elements of the quality of care: a simple framework. , 1990, Studies in family planning.

[59]  Julia Johnson,et al.  The Quality of Care , 2010 .

[60]  N. Halfon,et al.  Assessing the performance of community systems for children. , 1998, Health services research.

[61]  Hector Falcoff,et al.  Developing a framework of, and quality indicators for, general practice management in Europe. , 2005, Family practice.

[62]  Jan Barnsley,et al.  Competing values of emergency department performance: balancing multiple stakeholder perspectives. , 2004, Health services research.

[63]  G. Smith.  Defining a quality strategy for learning disability services. Lifecare NHS Trust establishes its core values for care and quality. , 1995, International journal of health care quality assurance.

[64]  A. Wu,et al.  Lessons from Europe on quality improvement: report on the Velen Castle WHO meeting. , 1999, The Joint Commission journal on quality improvement.

[65]  Gerard Schippers,et al.  Evaluating treatment process redesign by applying the EFQM Excellence Model. , 2006, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[66]  Families..  Department for Children, Schools and Families , 2007 .

[67]  Anne Storey,et al.  Performance Management in Schools: Could the Balanced Scorecard help? , 2002 .

[68]  C. Murray,et al.  A framework for assessing the performance of health systems. , 2000, Bulletin of the World Health Organization.

[69]  Quality,et al.  National Healthcare Disparities Report , 2014 .

[70]  J B Christianson,et al.  Measuring and evaluating the performance of vertically integrated rural health networks. , 1995, The Journal of rural health : official journal of the American Rural Health Association and the National Rural Health Care Association.

[71]  David H Peters,et al.  A balanced scorecard for health services in Afghanistan. , 2007, Bulletin of the World Health Organization.

[72]  J Campbell,et al.  A developmental performance framework for primary care. , 1999, International journal of health care quality assurance incorporating Leadership in health services.

[73]  A. Handler,et al.  A conceptual framework to measure performance of the public health system. , 2001, American journal of public health.

[74]  Shannon K Pieper.  Reading the right signals: How to strategically manage with scorecards. , 2005, Healthcare executive.

[75]  T. Wachtel,et al.  Building a balanced scorecard for a burn center. , 1999, Burns : journal of the International Society for Burn Injuries.

[76]  M. Jones,et al.  Strategy management system in perinatal services: the role of a patient resource manager. , 2002, Lippincott's case management : managing the process of patient care.

[77]  Susan Meyer Goldstein,et al.  Empirical Support for the Baldrige Award Framework in U.S. Hospitals , 2002, Health care management review.

[78]  Xiao-yun Chen,et al.  Using the balanced scorecard to measure Chinese and Japanese hospital performance. , 2006, International journal of health care quality assurance incorporating Leadership in health services.

[79]  Thomas Bodenheimer,et al.  An Empirical Assessment of High-Performing Medical Groups: Results from a National Study , 2005, Medical care research and review : MCRR.

[80]  O A Arah,et al.  Developing a national performance indicator framework for the Dutch health system. , 2004, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[81]  M. Roland,et al.  Defining quality of care. , 2000, Social science & medicine.

[82]  H. Bernard,et al.  Data Management and Analysis Methods , 2000 .

[83]  A. Stewart,et al.  The concept of quality of life of dying persons in the context of health care. , 1999, Journal of pain and symptom management.