Determining the Performance Indicators Based on Iranian Balanced Scorecard Model in Al-Zahra Hospital of Isfahan University of Medical Science

Abstract

Introduction: The application of balanced scorecard is growing in public health and nonprofit organization. This model is a conceptual framework for formulating a set of performance indicators in line with strategic objectives. One of the key principles of the balanced scorecard process is to identify those indicators that accurately measure the strategies to achieve. The purpose of this study was to determining the performance indicators of Al-Zahra Hospital of Isfahan University of Medical Sciences based on Iranian BSC model. Methods: This is a qualitative research study that was conducted in Al-Zahra academic medical center at Isfahan University of medical sciences in 2011. The research populations are hospital managers at different levels. Sampling method is purposive sampling in which the key informed personnel participated in determining the performance indicators of hospital selected as the BSC team members at focused discussion groups. By the focused group discussion meetings, hospital performance indicators were developed and finalized and then these indicators were classified and placed in balanced scorecard perspectives. Research tool for information gathering was a checklist that designed based on research indicators and proposed indicators by Al-Zahra hospital which The construct and content validity of the checklist were confirmed several times by reviews and by the help of research supervisors, consultant and senior hospital administrators. Data analyzing was conducted using quality content analysis method. Results: Balanced scorecard of this center was determined in four perspectives: patients and community (customer), internal processes, learning and growth and financial perspectives, and then indicators were defined for each perspective. Total number of balanced scorecards indicators was 30 cases that most indicators respectively finalized in internal processes and learning and growth perspectives. Conclusion: Balanced scorecard offers a tool to translate organizations mission into tangible and measureable goals, activities and performance indicators. Success of balanced scorecard is due to careful selection of indicators that contain main essence of the organizations strategy. Categorizing indicators in four perspectives are very useful in improving hospital performance level. Therefore continuous monitoring and evaluation of these indicators are required in line with achieving hospital goals and strategies. Keywords: Balanced Scorecard; Performance Evaluation; Hospitals

Keywords

• Balanced Scorecard
• Performance Evaluation
• Hospitals