[The balanced scorecard used as a management tool in a clinical laboratory: internal business processes indicators].
OBJECTIVE
to propose a set of indicators as a management tool for a clinical laboratory, by using the balanced scorecard internal business processes perspective.


METHODS
indicators proposed are obtained from different sources; external proficiency testing of the Valencia Community Government, by means of internal surveys and laboratory information system registers. One year testing process proportion indicators results are showed.


RESULTS
internal management indicators are proposed (process, appropriateness and proficiency testing). The process indicators results show gradual improvement since its establishment.


CONCLUSIONS
after one years of using a conceptually solid Balanced Scorecard Internal business processes perspective indicators, the obtained results validate the usefulness as a laboratory management tool.
Salinas La Casta
Maria
M
Hospital Universitario de San Juan, Alicante, España. Salinas_mar@gva.es
Flores Pardo
Emilio
E
Uris Selles
Joaquín
J
D007755:Laboratories, Hospital / Q000458:organization & administration* / Q000592:standards*; D019984:Quality Indicators, Health Care; D013030:Spain