Factors | Examples of indicators* |
---|---|
Impact | Â |
Health status | Decline in mortality/morbidity among targeted patients: Decreased prevalence and incidence |
Effects | Â |
Performance | Improved service delivery: Client satisfaction Re-admission rates and cross-infections Case fatality rates Treatment success rates, defaulter rates Coverage Service utilisation |
Outcomes | Â |
Availability | Waiting time, staff ratios, overtime, staff turnover, attendance of health workers |
Productivity | Occupancy rate, outpatient visits and interventions provided per worker or facility Patient contacts |
Competencies | Prescribing practices Adherence to protocol during diagnosis and communication with patients |
Responsiveness | Proactive quality service, e.g. decubitus ulcers |
Outputs | Â |
Retention | Vacancies, posts filled, duration in job |
Absence | Attendance of health workers, overtime |
Being responsible | Showing initiative, active participation in audits and meetings Adherence to rules and Standard Operating Procedures |
Skills and knowledge | Level of skills and knowledge of practices |
Motivation and job satisfaction | Level of job satisfaction Level of staff motivation |
Working conditions | Availability of infrastructure, medications, supplies Being aware of and adhering to communication and decision-making procedures: Number of meetings held with minutes and action list Confidential procedure for complaints in place and used Management support offered: Amount of supportive supervision |