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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