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How Do We Craft People-Minded KPIs?

When most of us think of KPIs (Key Performance Indictors), we think of the business metrics that keep our practice financially viable. Many practices view KPIs as a critical measure of success but are completely neglecting less-tangible aspects of their practice that would benefit from a closer examination.

Recently, I spoke on a podcast about KPIs and how we can reframe our view of key performance indicators to include more of the emotional and psychological aspects of our practice. By re-evaluating how we develop and use these measurements, we can ensure the long-term success of our practice, both financially and in terms of the mental health and job satisfaction of our staff.

What is a KPI?

In the most traditional sense, KPIs are the metrics that leaders use to evaluate the financial health of their practice. Some common ones include revenue per visit, total annual revenue, and weekly, monthly, or annual expenses. While these metrics are useful, they do not offer any view into other factors that can make or break the success of a practice, like culture, productivity, and job satisfaction. 

Instead of referring to KPIs as key performance indicators, we should also think of them as key people indicators. By taking a more holistic view of these metrics, we can reframe our focus to the overall health of our practice, not just our finances.

How Can We Craft People-Minded KPIs?

So, how can we craft KPIs that are more people-friendly? It’s a natural evolution. For most of us, data is easier to measure than feelings. By using some of these tips, it’s easier to develop metrics that can give us insight into the psychological and emotional health of our practice.   

Determine the current mood of your practice

Figuring out relevant KPIs for your team is easier when you have a baseline to start from. To do that, you’ll first have to determine the current mood of your practice.

Spend a few days or weeks observing your team to see how they interact with each other, and with patients. Is every interaction centered around complaints? Do staff greet each other in the morning, or do they head straight for their desk? Are they brusque, impatient, and frustrated, or are they treating people with kindness and understanding?

Observing these habits will give you a good sense of the practice’s current atmosphere.

Develop a routine

One of the simplest ways to create more people-friendly KPIs is to incorporate them into your daily routine. Start with pulse checks – short check-ins with staff that you can do on a daily or weekly basis. Instead of arriving at work and immediately busying yourself with your own tasks, spend a few minutes greeting your staff. You can ask them about any recent concerns, or just get to know them a bit better on a personal level.

These daily check-ins will start to offer you a different perspective on the psychological health of your staff, and consequently, your practice as a whole.   

Implement regular culture surveys

Sometimes, staff have concerns that they aren’t able to express in person. To help you familiarize yourself with your team’s priorities, expectations, and needs, implement regular culture surveys.

These surveys can be done anonymously, and are a great opportunity for your staff to express their needs. Based on the surveys, you can start to get a sense of what needs to change in the practice to ensure the wellbeing and productivity of your team.

How KPIs Can Help Our Staff Grow

Every leader wants happy, authentic employees who can work together and collaborate well. However, this is only possible when you as their leader can display the same qualities.

By changing the way you evaluate the health of your practice with people-friendly KPIs, it’s easier to be more available for your team, supporting their psychological and emotional health and safety.

After all, if you don’t take care of your employees, someone else will.

Alisa Vaughn, CMPE
avaughn@officepracticum.com


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