Using a balanced scorecard to improve the performance of an emergency department.
The performance of the emergency department significantly improved after implementing the balanced scorecard including hours of continuing education attended by the staff, staff job satisfaction, the rate of incomplete laboratory tests within 30 minutes, the average monthly inappropriate return rate, and hospital profit. The results can assist administrators plan for the future. Although this was a pilot program for implementing a balanced scorecard in an emergency department, the indicators used in this study may also be reasonable for a hospital that has limited resources.
Huang
Shu-Hsin
SH
St. Martin De Porres Hospital, Chia Yi City, Taiwan, Republic of China.
Chen
Ping-Ling
PL
Yang
Ming-Chin
MC
Chang
Wen-Yin
WY
Lee
Haw-Jenn
HJ
D000328:Adult; D019985:Benchmarking; D004636:Emergency Service, Hospital / Q000592:standards* / Q000706:statistics & numerical data; D005260:Female; D006801:Humans; D008297:Male; D008875:Middle Aged; D015279:Organizational Culture; D017060:Patient Satisfaction; D019984:Quality Indicators, Health Care; D011795:Surveys and Questionnaires; D013624:Taiwan; D017749:Total Quality Management / Q000379:methods*