Phoebe Putney Health Systems Balanced Scorecard Analysis

Phoebe Putney Health Systems Balanced Scorecard Analysischyterria Dan

Phoebe Putney Health System’s Balanced-Scorecard Analysis Chyterria Dan Capella University Professor Zerwekh Assignment 8 September 6, 2020 ï‚– Phoebe Putney Health System is one of the leading healthcare facilities in South Georgia. Mission: to empower the community to promote health. Shows above average balanced scorecard financial, customer-related, business-process performance, and growth performances. The hospital ought to apply the recommended strategies to align its operations with its values. Introduction ï‚– Phoebe Putney Health System is one of the leading healthcare facilities in South Georgia in terms of quality healthcare and size.

Its mission is to empower the community to promote the health of the society, while its core values include safety, community empowerment, compassion, service, and commitment. The hospital’s balanced scorecard appraisal indicates that it’s financial, customer-related, business-process performance, and growth performances respectively are above average. Nevertheless, the hospital ought to increase its asset utilization, increase access to quality care by poor populations, and increase the scope of education and training in order to align its business and healthcare-related services with its mission, values, and vision accordingly. The healthcare organization is a non-profit network. Employs more than 4,500 physicians, nurses, and volunteers. The organization is focused on delivery of high quality healthcare services. Phoebe is among the leading organizations in specialized services such as oncology and orthopaedics.

About Phoebe Putney Health System ï‚– Phoebe Putney Health System (PPHS) is a not-for-profit healthcare organization that employs more than 4,500 physicians, nurses, and volunteers, and other professional staff. The organization is focused on the delivery of high quality healthcare services to the more than 500,000 residents in 41 counties, and is also dedicated to improving the quality of healthcare services with the intention of promoting community health in Georgia. The Phoebe is among the leading healthcare organizations in specialized services such as oncology, orthopaedics, women’s health, and offer clients the most advanced therapeutic and diagnostic treatment available in the healthcare industry.

Mission: to empower the Phoebe community to promote the health of the society. Vision: to improve the lives of the society. Values: Safety; Community empowerment; Compassion; Service; Commitment to improving healthcare services. Mission, Vision, and Values ï‚– Phoebe Putney Health System’s mission is to empower the PPHS family consisting of physicians, nurses and other experts to promote the health of the society; and to embrace a culture centered on delivering great patient care experience and outcomes, promote innovative treatment, and increase access to quality healthcare (Phoebe, 2020). The organization’s vision is to improve people’s lives in Georgia communities by provision of affordable high quality healthcare services.

Its core values include safety of all stakeholders including patients through the ‘zero harm’ policy (Phoebe, 2020). The organization is focused on the community, which includes its employees, friends, neighbors, and residents in general to promote unity and good health. The organization also values compassion in regard to work-related healthcare processes; and regards service as a calling. Additionally, Phoebe values commitment to not only improve the quality of their services but also learning from the past and making appropriate adjustments to build a better tomorrow. The organization’s total assets were valued at $615.78 million in 2018.

The total revenue and gains were $ 530.78 million in 2018. Total expenses were $528.85 million, with an operating income of $1.9 million. There was a change in the approach used to estimate the actual lifespan of its resources. Phoebe bought Palmyra Medical Center for $195 million in 2010. Financial Matters ï‚– Phoebe’s total assets were valued at $615.78 million in 2018, down from $625.96 million in 2017 (Phoebe, 2020). The total revenue and gains were valued at $530.78 million whereas the total expenses were $528.89 million in 2018, and the operating income was $1.9 million hence $2.9 million was excess revenue (Phoebe, 2020). In light of the need to minimize costs, the organization changed its approach to estimating the lifespan of its assets and equipment since their estimated lifespan was shorter than the actual lifespan. The new approach was intended to reduce the frequency with which equipment such as computers or beds could be replaced. Phoebe bought Palmyra Medical Center (PMC) at a total cost of $195 million in 2010 (Phoebe, 2020). The acquisition made Phoebe the only organization that that provides all specialized and general healthcare services in Albany-Dougherty County.

Paper For Above instruction

The balanced scorecard (BSC) is a strategic management tool that provides a comprehensive framework for evaluating organizational performance beyond traditional financial metrics. For healthcare organizations like Phoebe Putney Health System (PPHS), the BSC offers a multidimensional assessment covering financial performance, customer satisfaction, internal business processes, and learning and growth initiatives. This essay analyzes PPHS's application of the balanced scorecard, highlighting its strengths and areas for improvement, and proposing strategic recommendations aligned with its mission and values.

Introduction

PPHS operates as a prominent non-profit healthcare provider in South Georgia, serving over 500,000 residents across 41 counties. Its mission to empower the community to promote health aligns with its core values of safety, compassion, community empowerment, service, and commitment. The hospital has demonstrated above-average performance in key aspects of the balanced scorecard, notably in financial, customer, operational, and growth dimensions. However, to sustain and enhance its competitiveness and community impact, PPHS must focus on optimizing asset utilization, expanding access to care for underserved populations, and strengthening its educational and training initiatives.

Financial Perspective

The financial analysis indicates that PPHS maintains a steady revenue growth trajectory, with total revenues of approximately $530 million in 2018. Nonetheless, the hospital's asset utilization remains suboptimal, with a decline from $625.96 million in 2017 to $615.78 million in 2018. This decline could be attributed to disposals or reduced efficiency in asset management. Despite this, the hospital's operational income of $1.9 million signifies a need for cost control measures. Strategic investments, including the acquisition of Palmyra Medical Center, have helped sustain its market share and revenue streams. Enhancing asset use through strategic expansion and diversified service lines can further improve financial stability and growth prospects.

Customer-Related Performance

PPHS boasts significant market and account share owing to its status as the largest hospital in the region following its acquisition of PMC. Its customer retention strategies include high-quality service provision and specialized care offerings, contributing to high customer satisfaction and loyalty. The hospital’s focus on delivering advanced therapeutic and diagnostic services enhances its attractiveness to patients. However, customer profitability remains only average, partly due to premium pricing models typical of private hospitals. Moving forward, customizing services to diverse customer characteristics, such as introducing mobile clinics in geographically challenged areas, could increase access and satisfaction among underserved populations.

Internal Business Process Performance

The organization's operational processes reveal effective market identification and service penetration across the extensive network of facilities and clinics. PPHS's investment in community clinics and specialized services like cancer prevention through genetic counseling demonstrates a proactive approach to service creation and improvement. However, the post-sale services cycle indicates room for enhancement, particularly in follow-up care, where billing obstacles hinder continuity of care. Improving internal processes, streamlining administrative procedures, and integrating technology can optimize patient outcomes and operational efficiency.

Learning and Growth

PPHS emphasizes continuous education and professional development. Initiatives such as student housing programs, expansion of cardiology procedures, and employee training in new healthcare technologies reflect a strong commitment to learning and organizational growth. These efforts foster a culture of innovation and community empowerment, aligned with its mission. To further advance, the organization could increase investments in employee empowerment programs and broadening training scope, aligning staff development initiatives with strategic goals to improve service quality and community impact.

Strategic Recommendations

Based on the balanced scorecard analysis, PPHS should pursue several strategic initiatives:

  • Enhance asset utilization by focusing on service line diversification and expansion within existing subsidiaries rather than merely increasing the number of specialized entities.
  • Increase patient access to quality care, especially among economically disadvantaged groups, by implementing mobile clinics and bill-waiver programs for low-income patients. These measures would align with its community health mission while potentially expanding its customer base.
  • Augment employee training and education programs, incorporating strategic empowerment to boost staff productivity, innovation, and community engagement.
  • Improve internal processes through technological integration and administrative streamlining, especially in follow-up care and billing procedures, to elevate operational efficiency and patient satisfaction.

Conclusion

PPHS exhibits strong performance across various dimensions of the balanced scorecard, reaffirming its leadership role in South Georgia’s healthcare landscape. By refining asset management, expanding access for underserved populations, and deepening its learning and growth initiatives, the organization can better fulfill its mission of community empowerment and health promotion. Strategic alignment of operations with core values will not only enhance profitability and efficiency but also reinforce its commitment to delivering compassionate, high-quality healthcare.

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