Health services management (FS-14)

Managing information and measurement to achieve excellence in service provision

Robert Jones (United Kingdom), Fiona Jenkins (United Kingdom), Janice Mueller (New Zealand), Ina Diener (South Africa), Carolyn Oddo (United States of America)

Focused symposium

Saturday 2 May 2015, 13:45-15:15, Hall 405

Managing information and measurement to achieve excellence in service provision

Jones R. 1,2, Jenkins F. 1,3, Mueller J. 4, Diener I. 5, Oddo C. 6

1JJ Consulting Healthcare Management Ltd, Bath, United Kingdom, 2Moorfields NHS FT, London, United Kingdom, 3Cardiff and Vale UHB, Cardiff, United Kingdom, 4Waipiata Consulting, Auckland, New Zealand, 5Stellenbosch UniversityWestern Cape, Cape Town, South Africa, 6Harris County Hospital District, Houston, United States of America

Learning objectives

  1. To understand how valid and robust data, information and reliable measurement and service analysis impact on the management and provision of physiotherapy services, business cases, performance measurement, staffing levels, resource use, activity, outcomes, R&D and staff deployment
  2. To learn and share knowledge, techniques and experience from four WCPT regions- five countries- (similarities and differences) and facilitate active audience participation and views about the importance of data, information and measurement to managing/leading for excellence in physiotherapy services and to demonstrate that “ if you can't measure it , you can't manage it”
  3. To encourage innovative thinking and action planning for symposium participants to take back to their own work places


To achieve high quality service provision, physiotherapy managers and leaders need to establish alignment between vision, strategy, performance, resources and desired outcomes. A major requirement for management quality and leadership involves the selection and use of performance measures or indicators. Measurements must be derived from data and information about key processes, outputs, outcomes and results and be robust, accurate, timely and evidence-based. Many types of data and information are needed. Parameters for measurement should include:

· Resources including finance and staffing

· Patient services

. Workload and skill-mix

· Standards

· Capacity, demand, throughputs,waiting times

· Activity and use of time

· Benchmarking

· Outcomes

· Employee information

· Education, training and R&D

Data and information analysis supports evaluation, decision-making and operational maintenance, development and improvement within the service. Measurement and analysis entails using data to determine trends, projections and cause and effect that might not otherwise be evident. Many processes are supported including, planning, reviewing performance, improving services and comparing with best practice benchmarks.

One of the challenges which physiotherapists face once they have the data and completed the analysis is putting the facts and figures together. The symposium will show how this can be done and put to practical use.

Robert will introduce the symposium team and present an overview of the topic with a broad view of data, information, measurement, uses, tools and techniques setting out evidence-based examples.

Fiona will clarify why information and measurement are essential tools in strategic management including service planning and innovation, performance review, service improvement and comparing service performance with other providers or with best practice benchmarks.

Janice will give an overview of how, when the data is collected and collated, physiotherapists can “sell” themselves and their “stories”, make the evidence work for them and adapt their work for different audiences from service commissioners to managers, Executive Boards and clinical leaders of other services. She will point out the common pitfalls encountered when physiotherapists write for and present to a business-focused audience and offer solutions to assist in keeping the messages short, "sweet" and effective.

Ina will explore the use of validated outcome measurement in management strategies; the applicability of validated outcomes questionnaires, the importance of clinical issues, patient satisfaction and cost effectiveness, showing how validated results can be used in management contexts when re-designing services, setting up new services and ensuring their use as good management practice.

Carolyn concludes the presentations with an overview of new and innovative models of care provision and the implications for physical therapy practice. She will identify a core set of standardised measures to evaluate patient-centred medical homes' outcomes in the area of cost/ultilisation and clinical quality.

The symposium team will show, with examples, how physiotherapy managers, leaders and clinicians can use accurate, timely and evidence-based data and information and how a range of measurement techniques can be used to ensure responsive, high quality services for patients, value for provider organisations, staff and service purchasers, facilitating best possible managerial and clinical outcomes, effectiveness, efficiency and optimal resource use.

Bringing international perspectives and expertise - from four continents- our team will demonstrate that data, information and measurement are essential components of management quality, necessary for optimal service provision

Fiona will facilitate discussion between delegates and speakers and Robert will summarise and draw the symposium to its conclusion.

Implications / Conclusions

There is an essential link between data, information and measurement and management/ leadership to achieve best quality physiotherapy services for our patients, service users, staff and commissioners/purchasers.
Valid, accurate, timely and relevant data, information and measurement form a strong evidence-base and essential tool for physiotherapy management practice in all areas including: strategic, operational, staff, resource, clinical practice, R&D and education.
It is concluded that data, information and measurement are essential to the management and provision of quality physiotherapy services.


Management; Measurement; Information

Funding acknowledgements


Relevance to WCPT and expected audience

The symposium comprises presentations and discussion on the importance and use of accurate, timely and valid data, information and measurement tools as key components of management and leadership in physiotherapy services. It fits the WCPT primary track Professional Issues and links to Global Health and Professional Practice tracks as well as professional leadership, strategy and policy development. It is important that management and leadership issues are given a focus and discussed in the international setting.

Target audience

Physiotherapy managers and Leaders, clinicians, educators and researchers.