Service Measurement Automation (SMA)

Helping organizations measure service processes to enhance effectiveness and manage costs.

What is Service Measurement Automation?

In recent years there has been tremendous pressure in the Health Care and Human Services marketplace for organizations to be held accountable for service quality, service effectiveness, and client/patient satisfaction. Health Care and Human Service organizations in both the public and private sector are adjusting to this trend. Hospitals, Clinics, and Residential Treatment Facilities are all subject to assessment processes. Additionally, these organizations face pressure to contain costs. These pressures are increasingly leading to “pay for performance” driven programs.

Service Measurement Automation is a set of technology solutions that enable service delivery organizations to:

  • Treat clients and patients in efficient environments that optimize expenditure levels
  • Assess organizations by the results of treatment outcomes in combination with financial and compliance data
  • Assess organizations to give Stamp Of Approval certifications that guide consumers to high quality providers
  • Fit the right provider and treatment to a client using detailed data on clients and providers

SMA is built upon the premise that it is critical to measure the characteristics of clients and the performance of organizations serving those clients. Service Measurement Automation systems support the Need, Assess, Service, and Measure cycle below:

Needs are applied to the Measure - Assess - Service cycle

Needs
The presenting problem, data, or event that initiates service provision or assessment
Assess
Assess a client, target population, or organization with automated data collection methods
Service
Identify and deliver services based on automated assessments of individuals, populations, and organizations
Measure
Develop benchmarks, measure performance, and develop strategy to improve service provision
Service Measurement Automation
Software that supports each of these four activities with data collection, data integration, notification, reporting, and a unified data model.

Client Assessment

A critical component of SMA is the tooling to assess the characteristics of a client in any service scenario over multiple points in time. First, there must be automated data collections solutions that fit seamlessly into existing organizational workflows. Second, these data collection processes must be structured so that assessment can be repeated, aggregated across multiple clients and organizations, and modified as conditions change.

Key Applications:

  • Human Service Client Assessment
  • Human Service Outcomes Management
  • Case Management Support
  • Optimizing Level of Care in Human Services and Health Care
  • Efficient and Accurate Use of Resources and Treatment
  • Human Services Cost Management

Organizational Assessment

SMA supports the measurement of organizations that provide services both on organizational performance data as well as aggregate data on the clients they serve.
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Key Applications:

  • Human Services and Health Care Quality Certification
  • Human Services and Health Care Organizational Performance Assessment
  • Human Service Organization Contract Review

Matching Clients and Organizations

Not all service or health care organizations are appropriate for all people. SMA supports the guiding of clients to organizations by automating the process of recommending providers based on their performance, location, specialties, and capacities to name just a few dimensions.

Key Applications:

  • Guiding Consumers through Health Care Provider Certification
  • CANS Driven Service Recommendation Engines