Which categories of metrics are used to measure the effectiveness of a new patient-care workflow?

• A. Process metrics, outcome metrics, and balancing measures
• B. Process metrics only
• C. Balancing measures only
• D. Outcome metrics only

Answer: (A)

Evaluating a new patient-care workflow requires three kinds of metrics: process measures, outcome measures, and balancing measures. Process metrics look at how the workflow is carried out—are the steps performed as designed, is the workflow being followed, and how efficiently it runs (for example, time to complete a task, number of steps completed, adherence to protocol). These tell you whether the workflow is being implemented correctly.

Outcome measures focus on the results for patients—clinical results, safety, satisfaction, and any changes in health status. They show whether the workflow actually improved care and patient experiences.

Balancing measures check for unintended effects elsewhere in the system. For instance, speeding up one part of care should not cause longer waits in another department or increased readmissions. These help ensure that improvements in one area don’t create problems elsewhere.

Using all three together gives a complete picture: you can confirm proper implementation, verify positive patient outcomes, and detect any negative trade-offs. If you only track one type, you might miss important implications of the new workflow.