Background: Congenital deformities, such as cleft lips and/or cleft palates (CLP), have high incidences in the Northeast of
Thailand. These birth defects can affect patient’s quality of life. CLP patients need crucial and long-term treatments by a
multidisciplinary team starting from prenatal stage to late adulthood. Patients and their families should involve in their own
care, and their care objectives should correspond with healthcare providers. Besides the clinical outcome of interdisciplinary team, key performance indicators (KPIs) need to be developed in the hospital service unit in order to improve quality of care and treatment outcomes.
Objective: 1) to establish KPIs in hospital service units, and 2) to develop the information system to collect, analysis and
improve the quality of CLP care.
Material and Method: A nurse coordinator was appointed in the Tawanchai Center to coordinate care. The three periods
were conducted for the nurse coordinator to work with nine service units in Srinagarind Hospital for consensus on both
qualitative and quantitative data to be used as service unit quality measurement.
Results: Thirty one KPIs from nine service units were established, collected and analyzed during a four-month period in 2014. The 20 KPIs achieved the unit targets. Two PKIs of the rates of complication with anesthesia during/after surgery in the first 24 hours and the rates of patient/caregiver’s satisfaction in acquiring information from the officer were improving. There were 11 KPIs that did not achieve the targets. The coordinator nurse of the Tawanchai Center discussed with the service unit for the cause and how to improve the outcome.
Conclusion: The monitoring KPIs will lead to improvement of outcome for better patient quality as well as benchmarking
with other hospitals of Cleft Center. The KPIs from hospital service units with the monitoring and analysis of information by
the nurse coordinator will enhance and lead to improvement of the quality of the patients and family centered care process.

Keywords: Key performance indicator, Cleft center and nurse coordinator, Quality of care, Cleft lip and cleft palate