At Primary Health Care Corporation (PHCC), data-driven decision-making is central to our
focus on Patient Safety and Quality of Care. The Performance Review Meetings (PRM),
introduced in 2021, serve as a transformative and sustainable mechanism for continuous
quality improvement across PHCC’s 31 Health Centers (HCs). These meetings engage
healthcare leaders, staff, and Health Center Friends (patient partners) in reviewing
performance and creating action plans for improvement, fostering accountability and
collaboration.
Health center scorecards and dashboards, developed with subject matter experts and
patient partners, are reviewed annually for their relevancy in terms of targets and
benchmarks. During quarterly PRMs, health center leadership discusses overall KPIs and
each department, including Physicians, Dental, Laboratory, Radiology, Pharmacy, and
Nursing, evaluates their specific KPIs, identifying areas needing improvement and sharing
actionable plans for underperformance, ensuring focused efforts to address any gaps.
These plans are tracked and revisited in subsequent PRMs, fostering accountability, multidisciplinary collaboration and measurable impact.
The Performance Measurement and Improvement framework was developed as a guidance
for the organization. Performance measurement is implemented through regular scorecards
and dashboards while performance improvement is managed through the PRMs. The PRM
implementation began with an initial pilot in 3 HCs to gather feedback ensuring adaptability
prior to full scale implementation. This was followed by cascading the meetings in phases
across all 31 Health Centers in PHCC.
These efforts have led to significant improvements, such as increased compliance in
medication reconciliation and patient identification, showcasing the PRM process’s
effectiveness in driving cross-departmental collaboration and continuous improvement.
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