title: Development of key performance indicators to evaluate centralized intake for patients with osteoarthritis and rheumatoid arthritis.
abstract: BACKGROUND
  Centralized intake is integral to healthcare systems to support timely access to appropriate health services. The aim of this study was to develop key performance indicators (KPIs) to evaluate centralized intake systems for patients with osteoarthritis (OA) and rheumatoid arthritis (RA).
  
  
  METHODS
  Phase 1 involved stakeholder meetings including healthcare providers, managers, researchers and patients to obtain input on candidate KPIs, aligned along six quality dimensions: appropriateness, accessibility, acceptability, efficiency, effectiveness, and safety. Phase 2 involved literature reviews to ensure KPIs were based on best practices and harmonized with existing measures. Phase 3 involved a three-round, online modified Delphi panel to finalize the KPIs. The panel consisted of two rounds of rating and a round of online and in-person discussions. KPIs rated as valid and important (≥7 on a 9-point Likert scale) were included in the final set.
  
  
  RESULTS
  Twenty-five KPIs identified and substantiated during Phases 1 and 2 were submitted to 27 panellists including healthcare providers, managers, researchers, and patients in Phase 3. After the in-person meeting, three KPIs were removed and six were suggested. The final set includes 9 OA KPIs, 10 RA KPIs and 9 relating to centralized intake processes for both conditions. All 28 KPIs were rated as valid and important.
  
  
  CONCLUSIONS
  Arthritis stakeholders have proposed 28 KPIs that should be used in quality improvement efforts when evaluating centralized intake for OA and RA. The KPIs measure five of the six dimensions of quality and are relevant to patients, practitioners and health systems.
authors.affiliation: Division of Rheumatology, Department of Medicine, University of Calgary, HRIC Room 3AA20, 3280 Hospital Drive NW, Calgary, AB T2N 4Z6, Canada. cehbarbe@ucalgary.ca.
authors.forename: Claire E
authors.initials: CE
authors.lastname: Barber
authors.affiliation: Alberta Bone and Joint Health Institute, Calgary, AB, Canada. jpatel@albertaboneandjoint.com.
authors.forename: Jatin N
authors.initials: JN
authors.lastname: Patel
authors.affiliation: Faculty of Rehabilitation Medicine, University of Alberta, Edmonton, AB, Canada. linda.woodhouse@ualberta.ca.
authors.forename: Linda
authors.initials: L
authors.lastname: Woodhouse
authors.affiliation: Alberta Bone and Joint Health Institute, Calgary, AB, Canada. csmith@albertaboneandjoint.com.
authors.forename: Christopher
authors.initials: C
authors.lastname: Smith
authors.affiliation: Alberta Bone and Joint Health Institute, Calgary, AB, Canada. sweiss@albertaboneandjoint.com.
authors.forename: Stephen
authors.initials: S
authors.lastname: Weiss
authors.affiliation: Arthritis Working Group, Bone and Joint Health Strategic Clinical Network, Calgary and Edmonton, AB, Canada. jhomik@ualberta.ca.|Division of Rheumatology, University of Alberta, Edmonton, AB, Canada. jhomik@ualberta.ca.
authors.forename: Joanne
authors.initials: J
authors.lastname: Homik
authors.affiliation: Division of Rheumatology, Department of Medicine, University of Calgary, HRIC Room 3AA20, 3280 Hospital Drive NW, Calgary, AB T2N 4Z6, Canada. sharon.leclercq@albertahealthservices.ca.
authors.forename: Sharon
authors.initials: S
authors.lastname: LeClercq
authors.affiliation: Division of Rheumatology, Department of Medicine, University of Calgary, HRIC Room 3AA20, 3280 Hospital Drive NW, Calgary, AB T2N 4Z6, Canada. dpmosher@ucalgary.ca.|Arthritis Working Group, Bone and Joint Health Strategic Clinical Network, Calgary and Edmonton, AB, Canada. dpmosher@ucalgary.ca.
authors.forename: Dianne
authors.initials: D
authors.lastname: Mosher
authors.affiliation: Alberta Hip and Knee Clinic, Calgary, AB, Canada. tanya.c@orthosurgeons.ca.
authors.forename: Tanya
authors.initials: T
authors.lastname: Christiansen
authors.affiliation: Edmonton Musculoskeletal Centre, Edmonton, AB, Canada. jsquire@edmontonmsk.ca.|Hip and Knee Working Group, Bone and Joint Health Strategic Clinical Network, Calgary and Edmonton, AB, Canada. jsquire@edmontonmsk.ca.
authors.forename: Jane Squire
authors.initials: JS
authors.lastname: Howden
authors.affiliation: Strategic Clinical Networks, Alberta Health Services, Calgary, AB, Canada. tracy.wasylak@albertahealthservices.ca.
authors.forename: Tracy
authors.initials: T
authors.lastname: Wasylak
authors.affiliation: Department of Community Health Sciences, University of Calgary, Calgary, AB, Canada. jameslee@ucalgary.ca.
authors.forename: James
authors.initials: J
authors.lastname: Greenwood-Lee
authors.affiliation: Alberta Bone and Joint Health Institute, Calgary, AB, Canada. aemrick@albertaboneandjoint.com.
authors.forename: Andrea
authors.initials: A
authors.lastname: Emrick
authors.affiliation: Workforce Research and Evaluation, Alberta Health Services, Calgary, AB, Canada. esther.suter@albertahealthservices.ca.
authors.forename: Esther
authors.initials: E
authors.lastname: Suter
authors.affiliation: Foothills Medical Centre, Alberta Health Services, Calgary, AB, Canada. barb.kathol@albertahealthservices.ca.
authors.forename: Barb
authors.initials: B
authors.lastname: Kathol
authors.affiliation: The RAND Corporation, Santa Monica, CA, USA. dkhodyak@rand.org.
authors.forename: Dmitry
authors.initials: D
authors.lastname: Khodyakov
authors.affiliation: The RAND Corporation, Santa Monica, CA, USA. sgrant@rand.org.
authors.forename: Sean
authors.initials: S
authors.lastname: Grant
authors.affiliation: Department of Family Medicine, University of Alberta, Edmonton, AB, Canada. dlcampbe@ualberta.ca.
authors.forename: Denise
authors.initials: D
authors.lastname: Campbell-Scherer
authors.affiliation: Faculty of Rehabilitation Medicine, University of Alberta, Edmonton, AB, Canada. leah.phillips3@albertahealthservices.ca.
authors.forename: Leah
authors.initials: L
authors.lastname: Phillips
authors.affiliation: Alberta Hip and Knee Clinic, Calgary, AB, Canada. jennifer.g.mcdougall@gmail.com.
authors.forename: Jennifer
authors.initials: J
authors.lastname: Hendricks
authors.affiliation: Department of Community Health Sciences, University of Calgary, Calgary, AB, Canada. damarsha@ucalgary.ca.
authors.forename: Deborah A
authors.initials: DA
authors.lastname: Marshall
mesh_terms: D000416:Alberta / Q000453:epidemiology; D001172:Arthritis, Rheumatoid / Q000453:epidemiology / Q000628:therapy*; D003697:Delphi Technique; D006282:Health Personnel / Q000592:standards; D006297:Health Services Accessibility / Q000592:standards; D006801:Humans; D010003:Osteoarthritis / Q000453:epidemiology / Q000628:therapy*; D017060:Patient Satisfaction; D019984:Quality Indicators, Health Care / Q000592:standards*