The comparison of the selected key performance indicators between the primary health care centers in Belgrade

Abstract

Introduction/Objective. The purpose of the article is to analyze the efficiency of primary health care centers (PHCCs) in the city of Belgrade, using key performance indicators (KPIs). The main objective is to present the potentiality of the application of KPIs for improving primary health care services, in order to increase efficiency. Methods. As a tool for measuring the efficiency of PHCCs in Belgrade, this article defines a set of KPIs. Based on defined KPIs, a comparative analysis of PHCCs’ efficiency is conducted. Results. According to the values of the overall average efficiency rating according to all observed KPIs, the best-rated, i.e., the most efficient PHCC in Belgrade is Rakovica, and the lowest, i.e., the least efficient is the PHCC Zvezdara. It was noticed that the PHCCs Novi Beograd and Vračar are among the least efficient. Conclusion. The efficiency of primary health care can be measured by applying KPIs, and the observed results can be used as a basis for increasing the efficiency of health care services in the PHCCs in Belgrade. Based on the results, recommendations to PHCCs to improve the efficiency of health care services are: appropriate distribution of patients to selected physicians, measuring patient satisfaction, improving internal processes by engaging professional managers, increasing the ability and opportunities to apply new technologies and new knowledge, increasing the accuracy of the data used for detailed analyzes, motivate physicians to raise the level of awareness of their patients about the importance of preventive examinations.

Keywords

• efficiency
• health care
• primary level
• key performance indicators
• city of belgrade