Strategic Management Tools of Performance
Implementing the Balanced Scorecard in a Public Hospital
Customer Perspective
Data Sources:
- Medical statistics;
- Satisfaction questionnaires requested directly to patients and on hospital site;
- Internal studies by category of customers (patients, diagnostics and types of hospitalization).
Objectives:
- Increasing specialization and diversification of medical services provided;
- Active involvement at the community level;
- Obtaining maximum satisfaction of patient:
Evaluation of patient satisfaction
| Total goal | Indicators | Objective | Level | Person in charge |
|---|---|---|---|---|
| Quality of healthcare services provided to patients | Number of complaints received from patients regarding the quality of services | 0 | Strategic | Manager and Medical Director |
| Prejudices caused to patients in the hospital's fault or medical staff | 0 | |||
| Promptitude to achieving health services | Number of cases on non-compliance the conditions set with patients | 0 | Strategic | Chief of quality management |
| Number of situations in which exceeded the delivery deadlines stipulated | 0 |