Using a balanced scorecard to improve the performance of an emergency department

Shu Hsin Huang, Ping Ling Chen, Ming Chin Yang, Wen Yin Chang, Haw Jenn Lee

研究成果: 雜誌貢獻文章

29 引文 斯高帕斯(Scopus)


Recognizing the pivotal role that emergency departments play in delivering care, forming first impressions, and driving operational flow, one organization utilized the balanced scorecard as a tool to focus on performance improvement. The balanced scorecard provides a framework for measuring internal business processes, customer perspectives, financial performance, and learning and growth. A multidisciplinary team selected the following measures on which to focus for the study period: laboratory test completion exceeding 30 minutes; laboratory specimen return rate; patient satisfaction; patient complaint rate; profit; staff satisfaction; and continuing education hours. All measures improved during the study period, albeit in varying degrees of statistical significance. In addition to selecting a careful array of measures, the implementation process of the measurement tool was accompanied by an educational process for the staff as well as a commitment to focus upon barriers and enablers to drive performance.

頁(從 - 到)140-146
期刊Nursing Economics
出版狀態已發佈 - 五月 2004


ASJC Scopus subject areas

  • Leadership and Management
  • Health Policy


Huang, S. H., Chen, P. L., Yang, M. C., Chang, W. Y., & Lee, H. J. (2004). Using a balanced scorecard to improve the performance of an emergency department. Nursing Economics, 22(3), 140-146.