Critical success factors of hospitals: A qualitative study

Abstract

Objective (s): Critical success factors (CSF) are a set of limited factors that, when applied and reinforced in an organization, give competitive advantage. The purpose of this study was to identify the critical success factors of hospitals in Tehran province. Methods: This qualitative research was conducted by phenomenological method. Semi-structured and in-depth interviews were used to collect data. The interviewees included 93 senior, middle and front-line managers working in 30 hospitals in Tehran province. Data analysis was performed by thematic analysis method using MAXQDA software. Results: A total of 51 critical success factors were identified for hospitals, which were classified into 8 main themes and 22 sub-themes. Key themes include management and leadership, planning, organizational learning, organizational culture, employee management, patient management, resource management, and process management. Transformational leadership, plan-oriented, organizational trust, the presence of renowned physicians, patient satisfaction, and the availability of resources and facilities were key factors in the success of hospitals. Conclusion: Hospital managers should strengthen these critical success factors. Their application increases the possibility of achieving organizational goals and achieving competitive advantage.

Keywords

• hospital
• critical success factors
• competitive advantage
• performance