title: Performance indicators: healthcare professionals' views.
abstract: Purpose - The purpose of this paper is to capture factors behind professional views of indicator usefulness as a common structure for assessing healthcare performance and their important characteristics to design limited key performance indicators (PIs) for holistic hospital management. Design/methodology/approach - Two surveys were conducted using self-administered questionnaires, in which hospital manager/staff respondents were asked to rate the 52 PIs' usefulness. In total, 228 manager and 894 staff responses were collected. Findings - Eight factors were elicited from manager and staff responses as performance measures with 72 percent cumulative variance accounted for. Hospital managers and staff showed similar performance measure perceptions: high-utility acknowledgment on safety, operational efficiency and patient/employee satisfaction but relatively low-employee development concerns. Manager indicator usefulness perceptions were rather homogeneous and significantly higher than staff for almost all performance measures. Practical implications - Homogeneous manager views mean that a single key PI set for hospital management may be established regardless of hospital attributes. The following aspects may be measures that should be managed in a healthcare organization based on their key PIs: patient/employee safety, operational efficiency, financial effectiveness and patient/employee satisfaction. Originality/value - This is a pilot study on hospital management PIs in Japan. The eight-dimensional factor structure and findings about healthcare provider perceptions may be useful for healthcare management.
authors.affiliation: Department of Industrial Engineering and Economics, Tokyo Institute of Technology, Tokyo, Japan.
authors.forename: Xiuzhu
authors.initials: X
authors.lastname: Gu
authors.affiliation: Tokyo Institute of Technology, Tokyo, Japan.
authors.forename: Kenji
authors.initials: K
authors.lastname: Itoh
mesh_terms: D000328:Adult; D005260:Female; D007722:Health Knowledge, Attitudes, Practice; D006740:Hospital Administrators / Q000523:psychology*; D006801:Humans; D008297:Male; D008505:Medical Staff, Hospital / Q000523:psychology*; D008875:Middle Aged; D019984:Quality Indicators, Health Care; D011795:Surveys and Questionnaires
keywords: Hospital management; Performance indicator; Performance measurement; Professional view