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Table 1 Structure of BSC and source of data

From: Balanced performance measurement in research hospitals: the participative case study of a haematology department

Perspective

KPA

 

KPI

Source of Data

Description

Stakeholder satisfaction

Patient

a.

Home care services

Questionnaire to home care patients

Satisfaction degree by Likert scale (1–4)

b.

Departmental services

Questionnaire to home care patients

Satisfaction degree by Likert scale (1–4)

c.

Waiting time

Departmental Report

Average waiting time for treatment

d.

Complaint rate

Departmental Report

Number of complaints per admissions

Employees

e.

Relationship with colleagues

Questionnaire to employees

Satisfaction degree by Likert scale (1–4)

f.

Relationship with patients

Questionnaire to employees

Satisfaction degree by Likert scale (1–4)

g.

Professional fulfilment

Questionnaire to employees

Satisfaction degree by Likert scale (1–4)

Care processes

Quality, productivity and internal efficiency

h.

Mortality rate

Hospital Discharge Database

Number of death at the department/Number of patients

i.

Home care investments

Charity Report

Amount of investments in home care services (€)

j.

Supporting investments

Charity Report

Amount of investments in supporting services (€)

k.

Bed occupancy

Hospital Discharge Database

(Number of admissionsb Average length of stay)/maximum productive capacitya

l.

Length of stay

Hospital Discharge Database

Average length of stay

m.

Repeated admissions

Hospital Discharge Database

Number of repeated admissions

n.

Transplants

Hospital Discharge Database

Number of Transplants

Research process

Scientific research

o.

Scientific articles

Departmental Report

Average number of scientific articles in national and international journals per researcher per year

p.

Research projects

Departmental Report

Number of existing financed research projects

q.

IF per medical staff

Departmental Report

Average impact factor per medical staff

Innovative process

r.

Research investments

Departmental Report

Amount of investments in research (€)/ Research Staff

s.

Patents

Departmental Report

Number of patents per medical staff

Economic and financial

Revenues

t.

Overall value of DRGs

Hospital Discharge Database

Reimbursement that NHS pays to the department for the diagnostic group

u.

Departmental patients

Hospital Discharge Database

Number of patients treated at the Department

v.

Departmental admissions

Hospital Discharge Database

Number of admissions at the Department

w.

Average value of the DRGs

Hospital Discharge Database

Average value of the DRGs tariffs/number of admissions at the Department

Costs

x.

Cost containment

Departmental Report

Total departmental operating costs/Total DRGs

y.

Fund Rising

Charity Report

Total departmental fund rising/Total available resources

  1. an. beds
  2. b365