HASSAN, Dia <br/><br/>
Measuring performance in the healthcare field :  A multiple stakeholders' perspective 

 - UK :  Routledge,  October- November 2005 
<br/><br/> This paper aims at measuring performance in a healthcare organization by utilizing Kanji's Business Excellence Model, which uses a multidisciplinary integrated systems approach. It also aims at identifying opportunities for improvement in the organizational performance, as a result of the study. The study is a quantitative cross-sectional survey, which measures non-financial performance of a 400-bed government hospital. Systematic stratified random samples of patients and staff constituting of 250 subjects each, were selected and interviewed. The instruments used in the surveys were structured questionnaires based on quality principles and Joint Commission International Standards. Clinical auditors performed a survey on a stratified random sample of 200 patient records using a structured questionnaire. A self-assessment survey to measure the performance adopting accreditation body approach was conducted by 60 hospital staff. The results showed that great opportunities for improvement are available. Hospital patients and families seemed very much satisfied with the hospital services. While the leadership seems to focus on its external customers, not enough efforts are exerted to satisfy the needs and expectations of its internal customers. Measurement findings based on accreditation bodies' approach showed that the hospital is lacking far behind the international standards. Findings of clinical auditors indicated better results mainly due to documentation practices.