Make quality part of normal delivery
Performance data is created through service work: opening a record, recording an event, updating a status and closing an episode. If those actions are ambiguous or difficult, a reporting team cannot permanently compensate through downstream cleaning.
The aim is a repeatable operating cycle in which staff understand what to record, managers can see whether the process is working and recurring problems lead to changes in guidance or systems. This is different from deciding which existing errors present the greatest management risk.
Report quality alongside performance
A KPI should be accompanied by relevant quality information: for example, completion of required fields, recording timeliness or unresolved validation exceptions. Define the denominator and review period for each quality measure so improvement can be assessed consistently.
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Inside the full briefing
- Build quality into the cycle
- Give ownership practical responsibilities
- Close the loop with the people recording
- Questions for performance leads
- Where to start