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 (Scopus)

摘要

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.

原文英語
頁(從 - 到)140-146
頁數7
期刊Nursing Economics
22
發行號3
出版狀態已發佈 - 五月 2004

指紋

Hospital Emergency Service
Process Assessment (Health Care)
Continuing Education
Patient Satisfaction
Learning
Growth
Drive

ASJC Scopus subject areas

  • Leadership and Management
  • Health Policy

引用此文

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.

Using a balanced scorecard to improve the performance of an emergency department. / Huang, Shu Hsin; Chen, Ping Ling; Yang, Ming Chin; Chang, Wen Yin; Lee, Haw Jenn.

於: Nursing Economics, 卷 22, 編號 3, 05.2004, p. 140-146.

研究成果: 雜誌貢獻文章

Huang, SH, Chen, PL, Yang, MC, Chang, WY & Lee, HJ 2004, 'Using a balanced scorecard to improve the performance of an emergency department', Nursing Economics, 卷 22, 編號 3, 頁 140-146.
Huang, Shu Hsin ; Chen, Ping Ling ; Yang, Ming Chin ; Chang, Wen Yin ; Lee, Haw Jenn. / Using a balanced scorecard to improve the performance of an emergency department. 於: Nursing Economics. 2004 ; 卷 22, 編號 3. 頁 140-146.
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