Authors:
Paul Johannesson
and
Erik Perjons
Affiliation:
Stockholm University/Royal Institute of Technology, Sweden
Keyword(s):
Performance management, KPI, Enterprise modelling, Service quality, SERVQUAL.
Related
Ontology
Subjects/Areas/Topics:
Biomedical Engineering
;
Cardiovascular Technologies
;
Computing and Telecommunications in Cardiology
;
Health Engineering and Technology Applications
;
Health Information Systems
;
Healthcare Management Systems
;
Medical and Nursing Informatics
;
Support for Clinical Decision-Making
Abstract:
A core component in any welfare society is an equal and efficient health care system. Large resources are spent on health care, but a number of problems still remain, such as deficiencies in service quality and long patient queues. A main reason behind these problems is the complexity of health care organisations which make them difficult to govern. One possible approach for improving the governance and management of health care organisations is the use of performance management, which is a management approach aiming at optimising the performance of an organisation. The main instrument in performance management is the Key Performance Indicator (KPI). However, designing effective KPIs is a complex and time consuming task that requires substantial efforts. Therefore, there is a need for methods and tools that assist organisations in designing KPIs. This paper proposes a value driven method for identifying patient oriented KPIs. The method is illustrated using a case study in eye health
care.
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