Welcome stands for Specific, Measurable, Relevant, Attainable, and Timely. This matrix is used to form and evaluate effective problem and goal statements. In the SM-RT problem and goal sections, we will talk about how to take a general problem, turn it into a problem statement, and turn that into a goal. Use the section to go through a couple practice scenarios once you have learned the content. When you feel you are ready, go ahead and take the quiz. Click on the menu options at the top to skip to a specific section, or click the red arrows at the bottom of the screen to navigate forwards and backwards in order.
Problems
As we go through the content, we will help Alex, a mid-level manager, develop a problem statement and turn that into a goal. Alex is a mid-level manager in an outpatient clinic. He is looking for a performance improvement problem to work on over the next 6 months. One issue he has noticed is that there are long wait times for patients to see a clinician. First we will focus on turning this situation into a problem statement.
Before we help Alex choose a problem to work on, let s talk about what makes a problem. When we are talking about problems, you will notice that we include a strikethrough on the A. The A gets added back in when we are referring to goals. This is because a problem is something you already have, while a goal is something you are trying to attain.
Define the problem in Specific terms: who, what, where, when, and why. Example Non-Example
Tip! The problem should not be merely the absence of a solution. Define the problem in Specific terms. Examples Continue Example Non-Example
Example SPatients MART take an average of 8 minutes to find a parking spot before their appointments due to limited available spaces. Define the problem in Specific terms. Non-example The hospital needs to hire and organize a valet system. Continue Example Non-Example
Example: Specific terms Colorectal laparoscopic readmission rates are 15% due to post-surgical infection. Frank doesn t write a shopping list and ends up spending $200 more than his allotted budget every month on Non-Example groceries.
Non-Example: Specific terms Readmission rates are 15%. Frank is spending $200 more every month. Example
Measurable Quantify the current impact to the business. Example Non-Example
Tip! Quantify the impact to A good problem will be measurable and give you data that can show how you are the business (measurable) advancing the goals of your department. Examples Continue Example Non-Example
Example Department goal: Maintain high levels of customer satisfaction. My goal: Ask each customer how their day is going during each interaction. Non-example Quantify the goal: impact to the high business Department Maintain levels(measurable) of customer satisfaction. My goal: Introduce add-on products to customers at the end of each interaction. Continue Example Non-Example
Example: Measurable 10% of patients are being readmitted for post-surgical infections. Support staff take an average of 10 minutes to respond to call buttons. Non-Example
Non-Example: Measurable The number of patients being readmitted for post-surgical infection is unacceptably high. Many patients are complaining that it takes a long time for support staff to respond to call buttons. Example
Relevant State why the problem is a problem. Example Non-Example
Tip! problem should be defined in terms of cost, State why the problemais a problem. (relevant) speed, quality, patient safety, patient satisfaction, etc. It doesn t need to be very long. Examples Continue Example Non-Example
Example their PatientsSM-RT waitproblems an average of 20 minutes past appointment time to see clinic staff because they are being given 15 minutes worth of paperwork to complete upon arrival. This pattern puts clinic staff behind schedule and why contributes lower patient satisfaction scores. State the problemto is a problem. (relevant) Non-example Filling out paperwork makes patients late for their appointment. Continue Example Non-Example
Example: Relevant Volunteers have trouble finding things to do while they are on their shift and don t feel like they are coming away with useful experience. My son doesn t do well on his spelling tests. His last four weekly grades have been 6/10, 7/10, 6/10, and 5/10. Non-Example
Non-Example: Relevant Volunteers have trouble finding things to do while they are on their shift. My son s last four weekly grades on his spelling test have been 6/10, 7/10, 6/10, and 5/10. Example
Timely Indicate how long the problem has existed. Example Non-Example
Example: Timely Mark has been 30 minutes late 6 times in the last 2 months. Non-Example
Non-Example: Timely Mark has been 30 minutes late 6 times recently. Example
Click the one that would make the best problem. Example 1: 80% of gastrointestinal patients of the outpatient clinic receive lab results an average of 2 weeks after they have seen the doctor. This has been happening for 3 months. Example 2: Patient satisfaction scores for the women and children s clinic have gone down 10% in the last year. Patient s report frustration at waiting an average of 3 weeks for lab results. Review
You chose Example 1: 80% of gastrointestinal patients of the Click the one that would make the best problem. outpatient clinic receive lab results an average of 2 weeks after they have seen the doctor. This has been happening for 3 months. Example This example not quite a A problem. Which piece is missing? Specific Example Measurable Relevant B Timely Review
You chose Example 1: 80% of gastrointestinal patients of the Click the one that would make the best problem. outpatient clinic receive lab results an average of 2 weeks after they have seen the doctor. This has been happening for 3 months. Example This example not quite a A problem. Which piece is missing? Specific Example Specific means who, what, where, when B and how. All of elements are included in the example above. Try again Review
You chose Example 1: 80% of gastrointestinal patients of the Click the one that would make the best problem. outpatient clinic receive lab results an average of 2 weeks after they have seen the doctor. This has been happening for 3 months. Example This example not quite a A problem. Which piece is missing? Measurable Example Measurable refers to quantifying the current impact to the business. This B statement is measurable. Try again Review
You chose Example 1: Goals patients of the 80% of gastrointestinal outpatient clinic receive lab results an average of 2 weeks after they have seen the doctor. This has been happening for 3 months. Click the one that would make the best problem. This example not quite a problem. Which piece is missing? Example Relevant A Correct! Relevant means state why this is a problem. This goal statement does not indicate whether it is a problem for Example patients to receive their results in 2 weeks. B Try another example Review
You chose Example 1: 80% of gastrointestinal patients of the Click the one that would make the best problem. outpatient clinic receive lab results an average of 2 weeks after they have seen the doctor. This has been happening for 3 months. Example This example not quite a A problem. Which piece is missing? Timely Example Timely refers to how long this issue has been a problem. This statement is B timely. Try again Review
Click the one that would make the best problem. You chose Example 2: Patient satisfaction scores for the women and children s clinic have gone down 10% in the last year. Patient s report frustration at Example waiting an average of 3 weeks for lab results. A Good job! This statement is Example specific, measurable, relevant and timely. B Try another example Review
Click the one that would make the best problem. Review: Problems Example Define the problem in Specific terms. Quantify the impact to the business A (measurable) State why the problem is a problem. Example (relevant) Indicate how long the problem has B existed. (Timely) Return to Review
Click the one that would make the best problem. Example 1: 3% of students who participated in the South Africa study abroad program have an Incomplete grade more than 2 semesters later because they have failed to submit all of their coursework to their mentor professor. Example 2: Data from the last 5 years shows that on average, 23% of patients being treated for hypertension are not adhering to prescribed drug therapy 6 months after their initial diagnosis. Lack of adherence to therapy contributes to increased morbidity and mortality rates. Review
You chose Example 1: 3% of students who participated in the Click the one that would make the best problem. South Africa study abroad program have an Incomplete grade more than 2 semesters later because they have failed to submit all of their coursework to Example their mentor professor. A This example not quite a problem. Which piece is missing? Example Specific Measurable B Relevant Timely Review
You chose Example 1: 3% of students who participated in the Click the one that would make the best problem. South Africa study abroad program have an Incomplete grade more than 2 semesters later because they have failed to submit all of their coursework to Example their mentor professor. A This example not quite a problem. Which piece is missing? Example Specific B Specific means who, what, where, when and how. All of elements are included in the example above. Review Try again
You chose Example 1: 3% of students who participated in the Click the one that would make the best problem. South Africa study abroad program have an Incomplete grade more than 2 semesters later because they have failed to submit all of their coursework to Example their mentor professor. A This example not quite a problem. Which piece is missing? Example Measurable Measurable refers to quantifying the B current impact to the business. This statement is measurable. Review Try again
You chose Example 1: Goals 3% of students who participated in the Goalsstudy abroad program South Africa have an Incomplete grade more than 2 Click the one that would make the best problem. semesters later because they have failed to submit all of their coursework to their mentor professor. Example This example not quite a problem. Which piece is missing? A Relevant Example Relevant means state why this is a problem. This goal statement is B relevant. Try again Review
You chose Example 1: 3% of students who participated in the Click the one that would make the best problem. South Africa study abroad program have an Incomplete grade more than 2 semesters later because they have failed to submit all of their coursework to Example their mentor professor. A This example not quite a problem. Which piece is missing? Example Timely Correct! Timely refers to how long this B issue has been a problem. This statement is not timely. Review Continue
You chose Example 2: Data from the last 5 years shows that on average, 23% ofproblem. patients being treated Click the one that would make the best for hypertension are not adhering to prescribed drug therapy 6 months after their initial diagnosis. Lack of adherence to therapy contributes to increased Example morbidity and mortality rates. A Good job! This statement is specific, measurable, relevant, Example and timely. B Continue Review
Click the one that would make the best problem. Review: Problems Example Define the problem in Specific terms. Quantify the impact to the business A (measurable) State why the problem is a problem. Example (relevant) Indicate how long the problem has B existed. (Timely) Return to Review
Remember our friend Alex? It s time to help him formulate his problem. Take a minute to review his situation. Alex is a mid-level manager in an outpatient clinic. He is looking for a performance improvement problem to work on over the next 6 months. One issue he has noticed is that there are long wait times for patients to see a clinician.
First, make a specific statement. You can make up the details you don t know. Write your statement here. Alex is a mid-level manager in an outpatient clinic. He is looking for a performance improvement problem to work on over the next 6 months. One issue he has noticed is that there are long wait times for patients to see a clinician.
Next, quantify the cost to the clinic if the problem is not addressed. Write your statement here. Alex is a mid-level manager in an outpatient clinic. He is looking for a performance improvement problem to work on over the next 6 months. One issue he has noticed is that there are long wait times for patients to see a clinician.
State why long wait times are a problem. Write your statement here. Alex is a mid-level manager in an outpatient clinic. He is looking for a performance improvement problem to work on over the next 6 months. One issue he has noticed is that there are long wait times for patients to see a clinician.
Identify how long this has been an issue. Write your statement here. Alex is a mid-level manager in an outpatient clinic. He is looking for a performance improvement problem to work on over the next 6 months. One issue he has noticed is that there are long wait times for patients to see a clinician.
Now that you have your final goal statement for Alex, we are ready to continue on and turn it into a goal. Having a well-defined problem is an essential foundation for writing a strong goal statement.
Define the problem in Specific terms: who, what, where, when, and why.
Measurable Quantify the current impact to the business.
Relevant State why the problem is a problem.
Timely Indicate how long the problem has existed.