Introduction SM-RT Problems SMART Goals Practice Quiz

SMART GoalsIntroduction SM-RT Problems SMART Goals Practice Quiz Conclusion

Welcome

SMART 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 SMART goal sections, we will talk about how to take a general problem, turn it into a SMART problem statement, and turn that into a SMART goal.

Use the “Practice” 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.

SMART GoalsIntroduction SM-RT Problems SMART Goals Practice Quiz Conclusion

SMART Problems

SMART GoalsSM-RT Problems SMART Goals Practice Quiz ConclusionIntroduction

As we go through the content, we will help Alex, a mid-level manager, develop a SMART problem statement and turn that into a SMART 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 SMART problem statement.


Before we help Alex choose a problem to work on, let’s talk about what makes a problem SMART.

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.


SMART

Define the problem in Specific terms: who, what, where, when, and why.

Example Non-Example


SMART

Define the problem in Specific terms.

Example Non-Example

Tip!

The problem should not be merely the absence of a solution.

Examples Continue


SMART

Define the problem in Specific terms.

Example Non-Example

Example

Patients take an average of 8 minutes to find a parking spot before their appointments due to limited available spaces.

Non-example

The hospital needs to hire and organize a valet system.

Continue


SMARTExample: 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 groceries.

Non-Example


SMART

Non-Example: Specific terms

Readmission rates are 15%.

Frank is spending $200 more every month.

Example


SMART

Measurable Quantify the current impact to the business.

Example Non-Example


Example Non-Example

SMART

Quantify the impact to the business (measurable)

Tip!

A good problem will be measurable and give you data that can show how you are advancing the goals of your department.

Examples Continue


Example Non-Example

SMART

Quantify the impact to the business (measurable)

Example

Department goal: Maintain high levels of customer satisfaction.

My goal: Ask each customer how their day is going during each interaction.

Non-example

Department goal: Maintain high levels of customer satisfaction.

My goal: Introduce add-on products to customers at the end of each interaction.

Continue


SMART

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


SMART

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


SMART

Relevant

State why the problem is a problem.

Example Non-Example


SMART

State why the problem is a problem. (relevant)

Example Non-Example

Tip!

A problem should be defined in terms of cost, speed, quality, patient safety, patient satisfaction, etc.

It doesn’t need to be very long.

Examples Continue


SMART

State why the problem is a problem. (relevant)

Example Non-Example

Example

Patients wait an average of 20 minutes past their 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 contributes to lower patient satisfaction scores.

Non-example

Filling out paperwork makes patients late for their appointment.

Continue


SMARTExample: 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


SMART

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


SMARTTimely

Indicate how long the problem has existed.

Example Non-Example


SMART

Example: Timely

Mark has been 30 minutes late 6 times in the last 2 months.

Non-Example


SMART

Non-Example: Timely

Mark has been 30 minutes late 6 times recently.

Example


Click the one that would make the best SMART 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



Example AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample AExample A

Example BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample BExample B

Review

You chose 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.

This example not quite a SMART problem. Which piece is missing?

SpecificMeasurableRelevantTimely





Review




Specific

Specific means who, what, where, when and how. All of elements are included in the example above.

Try again





Review




Measurable

Measurable refers to quantifying the current impact to the business. This statement is measurable.

Try again





Review




Relevant

Correct! Relevant means “state why this is a problem.” This goal statement does not indicate whether it is a problem for patients to receive their results in 2 weeks.

Try another example





Review




Timely

Timely refers to how long this issue has been a problem. This statement is timely.

Try again





Review

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 waiting an average of 3 weeks for lab results.

Good job! This statement is specific, measurable, relevant and timely.

Try another example





Review

Review: SMART Problems● Define the problem in Specific terms.

● Quantify the impact to the business (measurable)

● State why the problem is a problem. (relevant)

● Indicate how long the problem has existed. (Timely)

Return to Quiz



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





Review


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.


SpecificMeasurableRelevantTimely





Review




Specific

Specific means who, what, where, when and how. All of elements are included in the example above.

Try again





Review




Measurable

Measurable refers to quantifying the current impact to the business. This statement is measurable.

Try again





Review




Relevant

Relevant means “state why this is a problem.” This goal statement is relevant.

Try again





Review




Timely

Correct! Timely refers to how long this issue has been a problem. This statement is not timely.

Continue





Review

You chose 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.

Good job! This statement is specific, measurable, relevant, and timely.

Continue





Review

Review: SMART Problems● Define the problem in Specific terms.

● Quantify the impact to the business (measurable)

● State why the problem is a problem. (relevant)

● Indicate how long the problem has existed. (Timely)

Return to Quiz


Remember our friend Alex? It’s time to help him formulate his problem. Take a minute to review his situation.



First, make a specific statement. You can make up the details you don’t know.


Write your statement here.


Next, quantify the cost to the clinic if the problem is not addressed.




State why long wait times are a problem.




Identify how long this has been an issue.




Now that you have your final SMART goal statement for Alex, we are ready to continue on and turn it into a goal.

Having a well-defined SMART problem is an essential foundation for writing a strong SMART goal statement.


SMART

Define the problem in Specific terms: who, what, where, when, and why.


SMART

Measurable Quantify the current impact to the business.


SMART

Relevant

State why the problem is a problem.


SMARTTimely

Indicate how long the problem has existed.

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Introduction SM-RT Problems SMART Goals Practice Quiz