Value driven KPI design for health care
2010 (English)Conference paper (Refereed)
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.
Place, publisher, year, edition, pages
SETUBAL: INSTICC-INST SYST TECHNOLOGIES INFORMATION CONTROL & COMMUNICATION , 2010. 121-131 p.
, HEALTHINF 2010: PROCEEDINGS OF THE THIRD INTERNATIONAL CONFERENCE ON HEALTH INFORMATICS
Performance management, KPI, Enterprise modelling, Service quality, SERVQUAL
IdentifiersURN: urn:nbn:se:kth:diva-101046ISI: 000299185100020ScopusID: 2-s2.0-77956336442ISBN: 978-989674016-0OAI: oai:DiVA.org:kth-101046DiVA: diva2:546761
3rd International Conference on Health Informatics
QC 201208242012-08-242012-08-222012-08-24Bibliographically approved