Nurse managers’ experiences regarding the use of key performance indicators in developing work plans

Abstract

Background: Apart from monitoring and evaluation, key performance indicators (KPIs) are used for planning of quality healthcare services and are essential for ensuring that work plans are strategic. Nurse managers (NMs) are required to use reports on the KPIs from the District Health Barometer to prepare work plans. Aim: The aim of the study was to explore the experiences of NMs regarding the use of KPIs in developing work plans. Setting: The study was conducted in one of the four local municipalities of iLembe district in KwaZulu-Natal. Methods: A qualitative research design was used. Data were collected through semistructured interviews with 20 NMs from seven primary health care clinics between 16 November 2020 and 24 December 2020; data were then thematically analysed. Results: Nurse managers experienced challenges related to knowledge creation, knowledge sharing and knowledge application regarding the use of KPIs in developing work plans. Possible strategies which, according to NMs, could facilitate the use of KPIs in developing work plans included support in the management role, skills development and orientation, provision of resources and participative management. Conclusion: Relevant knowledge management practices, including knowledge sharing, are essential for knowledge creation so that individuals develop task knowledge to fulfil role expectations. In the case of this study, knowledge creation for NMs could facilitate their appropriate use of KPIs in developing work plans. Contribution: It is recommended that NMs receive ongoing training on, and be actively involved in, data management and that mentoring and support be made available for NMs to facilitate the use of KPIs in developing work plans.

Keywords

• clinic
• key performance indicators
• knowledge
• kwazulu-natal
• nurse managers
• primary health care
• target
• work plans.