Identifying and Ranking Performance Measurement Indicators of Hospitals Based on Balanced Scorecard

Abstract

This study attempts to identify and rank performance measurement indicators of hospitals using balanced scorecard. The population of this study was experts on the scorecard. Using Cochran Formula, 145 people were selected as sample. The period of this study was first quarter 2014. The needed data was gathered through a questionnaire. Friedman test and factor analysis were used to analyze the gathered data. According to the research findings, in each four perspective of the balanced scorecard, the following criteria had a high priority. In financial perspective two indicators of reducing health care costs, and attracting more customers, in internal processes perspective three indicators including having an appropriate organizational chart, improving personnel safety standards and having adequate facilities, in learning and growth perspective motivating employees and in customer perspective two indicators of customer satisfaction and treating respectfully with them.

DOI: 10.5901/mjss.2015.v6n6s2p600