Development of Balanced Key Performance Indicators for Emergency Departments Strategic Dashboards Following Analytic Hierarchical Process

Abstract

Dynamic reporting tools, such as dashboards, should be developed to measure emergency department (ED) performance. However, choosing an effective balanced set of performance measures and key performance indicators (KPIs) is a main challenge to accomplish this. The aim of this study was to develop a balanced set of KPIs for use in ED strategic dashboards following an analytic hierarchical process. The study was carried out in 2 phases: constructing ED performance measures based on balanced scorecard perspectives and incorporating them into analytic hierarchical process framework to select the final KPIs. The respondents placed most importance on ED internal processes perspective especially on measures related to timeliness and accessibility of care in ED. Some measures from financial, customer, and learning and growth perspectives were also selected as other top KPIs. Measures of care effectiveness and care safety were placed as the next priorities too. The respondents placed least importance on disease-/condition-specific "time to" measures. The methodology can be presented as a reference model for development of KPIs in various performance related areas based on a consistent and fair approach. Dashboards that are designed based on such a balanced set of KPIs will help to establish comprehensive performance measurements and fair benchmarks and comparisons.

Development of Performance Dashboards in Healthcare Sector: Key Practical Issues

“…Furthermore, isolated measures, developed separately, will not provide a comprehensive, consistent and fair assessment of performance. Establishing a well-categorized (not necessarily balanced) set of KPIs initially requires a well-defined methodology and considering different dimensions of performance ( 17 , 18 ). In this regards, a variety of reference models, such as The Performance Pyramid, balanced scorecard (BSC), and The Performance Prism are used to incorporate a range of well-categorized measures to produce a more rounded picture of performance and ensure that different aspects are incorporated in the performance measurement process ( 19 - 21 ).…”

A novel hybrid MCDM model for performance evaluation of research and technology organizations based on BSC approach

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The impact of regional policies on emergency department management and performance: the case of the regional government of Sicily

“…Health policy makers and managers particularly are requested to develop sustainable plans and take difficult decisions (Langlois et al , ). In most developed countries, the main challenge is to identify the best trade‐off between quality and cost of care, in other words to assure citizens a steady or improving quality of healthcare services, while keeping spending under control (Safdari et al , ). Emergency departments (ED) are particularly important, given that they play a key role in consumption of resources and in planning: they account for the majority of hospital admissions and diagnoses made in hospital (Sartini et al , ; Cremonesi et al , ).…”