Should Key Performance Indicators for Clinical Services Be Mandatory?

Abstract

Key performance indicators are quantifiable measures that reflect the critical success factors of an organization. Regardless of the indicators selected, each must mirror one or more of the organization's goals. Key performance indicators can be controversial, as they may take into account the competing ideals of various stakeholders. The process of identifying these indicators is complex, since they are seen as quantitative measures of quality. 1 In this article, I will present the rationale for mandatory key performance indicators for clinical pharmacy services and some of the associated challenges.