Table 4 Second set of goals and measures... | Emerald Publishing

Table 4

Second set of goals and measures for the hybrid organization

Goals and their relevance	Measures and their relevance (in general, measures are relevant if they relate to service users of the production unit)
(2)Coverage of major national diseases • Relevant to all service units because every unit promotes health (3)Coverage of major national mouth diseases • Relevant to all service units because every unit promotes health (4)Welfare of treated patients who have at least one disease belonging to the major national diseases • Relevant to all service units promoting health except youth center and maternity and child health clinic because the patients are not service users of these two units	(3)Treatment plans are made for coronary heart disease and diabetes patients between the ages of 18 and 65 (relevant to basic healthcare, domiciliary care, community café and walk-in clinic) • Measures how many patients with a certain diagnose have treatment plans (reported in percent) (4)Treatment plans are made for adult oral healthcare patients (relevant to basic and oral healthcare, community café and walk-in clinic) • Measures how many patients using the services of oral healthcare have treatment plans (reported in percent) (5)Number of diabetes and coronary heart disease patients with good therapeutic equilibrium divided by all diabetes and coronary heart disease patients (reported in percent and relevant to basic healthcare, domiciliary care, community café and walk-in clinic)
(5)Welfare of elderly people (6)Health service use of the elderly (7)Elderly's ability to live home • All three goals are relevant only to basic healthcare, walk-in clinic, library, domiciliary care and community café as these provide services to elderly people and face the costs of services	(6)Elderly's ability to function and live home (relevant to basic and oral healthcare, domiciliary care, community café and walk-in clinic) • Number of service users with low need for services divided by all service users in elderly care (reported in percent) (7)The reduced need to use emergency services (relevant to basic healthcare, domiciliary care, maternity and child health clinic and oral healthcare) • Changed cost per customer in emergency services (8)Changed per-patient cost of hospital services (relevant to basic healthcare, domiciliary care, maternity and child health clinic)
(8)Curbing the cost of special medical care • Relevant to all service units because every unit promotes health and faces the costs of care	(9)Per-patient cost of special medical care (relevant to basic healthcare, maternity and child health clinic, domiciliary care, community café and walk-in clinic)
(9)Customer satisfaction (10)Collaborator satisfaction • Both goals are relevant to every service unit because these units have customers and collaborators	(10)Customer satisfaction for services (relevant to all units except domiciliary care as they have their own customer satisfaction measures) • Net promoter score (NPS) –The survey measures the willingness of customers to recommend public services of the THA to others – As a follow-up question proposed to the dissatisfied customers, the survey asks what should be improved – As a follow-up question proposed to the satisfied customers, the survey asks what was good (11)Collaborator satisfaction (relevant to all units) • NPS survey send to collaborators, such as associations, condominiums, companies and residents living in the suburb –The survey measures the willingness of collaborators to recommend collaboration with the actors of the welfare center to others – As a follow-up question presented to the dissatisfied collaborators, the survey asks what should be improved –As a follow-up question presented to the satisfied collaborators, the survey asks what was good
(11)Stay within the budget • Relevant to all service units because their expenses are part of this budget	(12)The combined overall cost of units in the welfare alliance (relevant to all units)

Goals and their relevance	Measures and their relevance (in general, measures are relevant if they relate to service users of the production unit)
(2)Coverage of major national diseases • Relevant to all service units because every unit promotes health (3)Coverage of major national mouth diseases • Relevant to all service units because every unit promotes health (4)Welfare of treated patients who have at least one disease belonging to the major national diseases • Relevant to all service units promoting health except youth center and maternity and child health clinic because the patients are not service users of these two units	(3)Treatment plans are made for coronary heart disease and diabetes patients between the ages of 18 and 65 (relevant to basic healthcare, domiciliary care, community café and walk-in clinic) • Measures how many patients with a certain diagnose have treatment plans (reported in percent) (4)Treatment plans are made for adult oral healthcare patients (relevant to basic and oral healthcare, community café and walk-in clinic) • Measures how many patients using the services of oral healthcare have treatment plans (reported in percent) (5)Number of diabetes and coronary heart disease patients with good therapeutic equilibrium divided by all diabetes and coronary heart disease patients (reported in percent and relevant to basic healthcare, domiciliary care, community café and walk-in clinic)
(5)Welfare of elderly people (6)Health service use of the elderly (7)Elderly's ability to live home • All three goals are relevant only to basic healthcare, walk-in clinic, library, domiciliary care and community café as these provide services to elderly people and face the costs of services	(6)Elderly's ability to function and live home (relevant to basic and oral healthcare, domiciliary care, community café and walk-in clinic) • Number of service users with low need for services divided by all service users in elderly care (reported in percent) (7)The reduced need to use emergency services (relevant to basic healthcare, domiciliary care, maternity and child health clinic and oral healthcare) • Changed cost per customer in emergency services (8)Changed per-patient cost of hospital services (relevant to basic healthcare, domiciliary care, maternity and child health clinic)
(8)Curbing the cost of special medical care • Relevant to all service units because every unit promotes health and faces the costs of care	(9)Per-patient cost of special medical care (relevant to basic healthcare, maternity and child health clinic, domiciliary care, community café and walk-in clinic)
(9)Customer satisfaction (10)Collaborator satisfaction • Both goals are relevant to every service unit because these units have customers and collaborators	(10)Customer satisfaction for services (relevant to all units except domiciliary care as they have their own customer satisfaction measures) • Net promoter score (NPS) –The survey measures the willingness of customers to recommend public services of the THA to others – As a follow-up question proposed to the dissatisfied customers, the survey asks what should be improved – As a follow-up question proposed to the satisfied customers, the survey asks what was good (11)Collaborator satisfaction (relevant to all units) • NPS survey send to collaborators, such as associations, condominiums, companies and residents living in the suburb –The survey measures the willingness of collaborators to recommend collaboration with the actors of the welfare center to others – As a follow-up question presented to the dissatisfied collaborators, the survey asks what should be improved –As a follow-up question presented to the satisfied collaborators, the survey asks what was good
(11)Stay within the budget • Relevant to all service units because their expenses are part of this budget	(12)The combined overall cost of units in the welfare alliance (relevant to all units)

Source(s): Documents 5 and 6