Desarrollo y evolución de un cuadro de mando integral en atención primaria: lecciones aprendidas / Development and evolution of a balanced scorecard in primary health care: lessons learned

Objetivos. Describir el diseño, implantación y seguimiento del cuadro de mando integral de atención primaria (eSOAP) y su papel en el despliegue de los objetivos estratégicos y en la gestión clínica. Mostrar las lecciones aprendidas en los 6 años de seguimiento. Método. Estudio descriptivo en esferas: metodológica (marco conceptual, matriz estratégica, mapa estratégico y de procesos), tecnológica y de normalización. Resultados. En diciembre de 2014 9.046 (78%) profesionales estaban registrados en eSOAP. Se midieron 381 indicadores de 16 fuentes de datos, de los cuales, el 36% era de resultados (modelo EFQM), el 39,1% de gestión clínica y el 20% estaba incluido en el contrato programa de centro. El eSOAP ha permitido desplegar todas las líneas estratégicas de atención primaria, y ha hecho posible que los asistenciales evalúen la evolución de indicadores resultados a lo largo del tiempo y en el ámbito del paciente (por ejemplo incremento del 16% en el control de pacientes diabéticos). Se generaron 295.779 informes y se valoró por objetivos a 13.080 profesionales. Conclusiones. Se ha hecho un elevado uso de la aplicación eSOAP por parte de los profesionales. Fue clave el papel del cuadro de mando integral en el despliegue de las estrategias de atención primaria. Ha permitido la gestión clínica y la mejora de los indicadores relevantes (salud, experiencia del paciente y costes) tal y como promueven los modelos de gestión que hemos utilizado como referentes (EFQM y Kaplan y Norton) y los nuevos escenarios emergentes (triple meta) (AU)

Objectives. To describe the design, implementation, and monitoring of eSOAP (Primary Health Care Balanced Scorecard) and its role in the deployment of strategic objectives and clinical management, as well as to show the lessons learned during six years of follow-up. Method. Descriptive study areas: methodology (conceptual framework, strategic matrix, strategic map, and processes map), technology and standardisation. Results. As of December 2014, 9,046 (78%) professionals are registered in eSOAP. A total of 381 indicators were measured from 16 data sources, of which 36% were of results (EFQM model), 39.1% of clinical management, and 20% were included in the Program Centre Contract. The Balanced Scorecard has enabled to deploy all strategic lines of Primary Health Care, and has enabled the healthcare professionals to evaluate the evolution of results over time, and at patient level (e.g. 16% increase in control of diabetic patients). A total of 295,779 reports were generated and 13,080 professionals were evaluated by goals. Conclusions. There was an increased use of the eSOAP application by the professionals. The Balanced Scorecard was the key in deploying Primary Health Care strategies. It has helped clinical management and improved relevant indicators (health, patient experience, and costs), such as the management models that we used as references (EFQM Kaplan and Norton), and new emerging scenarios (Triple aim) (AU)

[Development and evolution of a balanced scorecard in primary health care: Lessons learned]. / Desarrollo y evolución de un cuadro de mando integral en atención primaria: lecciones aprendidas.

OBJECTIVES: To describe the design, implementation, and monitoring of eSOAP (Primary Health Care Balanced Scorecard) and its role in the deployment of strategic objectives and clinical management, as well as to show the lessons learned during six years of follow-up. METHOD: Descriptive study areas: methodology (conceptual framework, strategic matrix, strategic map, and processes map), technology and standardisation. RESULTS: As of December 2014, 9,046 (78%) professionals are registered in eSOAP. A total of 381 indicators were measured from 16 data sources, of which 36% were of results (EFQM model), 39.1% of clinical management, and 20% were included in the Program Centre Contract. The Balanced Scorecard has enabled to deploy all strategic lines of Primary Health Care, and has enabled the healthcare professionals to evaluate the evolution of results over time, and at patient level (e.g. 16% increase in control of diabetic patients). A total of 295,779 reports were generated and 13,080 professionals were evaluated by goals. CONCLUSIONS: There was an increased use of the eSOAP application by the professionals. The Balanced Scorecard was the key in deploying Primary Health Care strategies. It has helped clinical management and improved relevant indicators (health, patient experience, and costs), such as the management models that we used as references (EFQM Kaplan and Norton), and new emerging scenarios (Triple aim).