..., social security hospital; ALoS, average length of stay; BOR, bed occupancy rate; BTR, bed turnovers rate This PLM technique, introduced by Pabón Lasso (1986) , is a graphical model (Figure 1), which uses BOR, BTR and ALoS indicators to measure relative hospital performance. The PLM is based...

...Mohammadkarim Bahadori; Mehdi Raadabadi; Ramin Ravangard; Donia Baldacchino Purpose – Measuring dental clinic service quality is the first and most important factor in improving care. The quality provided plays an important role in patient satisfaction. The purpose of this paper is to identify...

.... Expert judges were widely used to validate the models. The most important limitation was that key indicators were missing. Originality/value – Existing healthcare quality models are not comprehensive and there is no consensus on targets, clinical areas or diseases. Measurement Healthcare...

...Mehmet Tolga Taner Purpose – The article's aim is to focus on the application of Six Sigma to minimise intraoperative and post-operative complications rates in a Turkish public hospital cataract surgery unit. Design/methodology/approach – Implementing define-measure-analyse-improve...

... performance measurement project focused on internal quality improvement. Design/methodology/approach – Semi-structured interviews involving international hospital performance measurement project coordinators, including 140 hospitals from eight European countries (Belgium, Estonia, France, Germany...

...; and patient consequences. Pia Maria Jonsson can be contacted at: pia.maria.jonsson@ki.se © Emerald Group Publishing Limited 2008 Quality improvement Safety Patients Measurement Sweden Complaints Research shows significant safety problems in health care in Sweden and abroad...

... Organisation Culture Performance Measurement Health-care Performance and Organisational Culture T. Scott, R. Mannion, H. Davies and M. MarshallRadcliffe Medical PressISBN 1 85775 914 1 Keywords: Organisation, Culture, Performance,Measurement Health-care Performance...

....) The hospital wanted to measure its culture and outcomes with respect to its new built environment. The hospital had a shared goal with the university‐based authors to publish the results of the project. The hospital in this study gave careful attention to creating a patient‐centered, healing...

... in the survey. On each of the five measured dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy, there were high satisfaction ratings with both perception scores and expectation‐minus‐perception gap scores. Of the five dimensions, responsiveness, assurance and empathy...

... is required on the current and sometimes the improved stage of the health‐care process. Often performance indicators are mentioned to generate this information. In this paper we present a framework of performance indicators and related measuring instruments to monitor and evaluate health‐care processes...

...Sean McCartney; Reva Berman Brown The paper explores the literature concerning outcome measures used in health services. The need to measure outcomes subsequent to encounters with health services has been identified and occurs as a result of the current “value for money” approaches being used...

...Boo Svartbo; Lars Olov Bygren; Thomas Gunnarsson; Lars Steen; Martin Ribe In Sweden, hospital stays, deaths, sick‐ listings and censuses have long been stored on electronic media. The purpose of the study was to apply post‐hospital survival measures to hospitals having differing degrees...

...Samia Siha As health care moves from a fee‐for‐service environment to a capitated arena, outcome measurements must change. ABC Children’s Medical Center is challenged with developing comprehensive outcome measures for an employed physician group. An extensive literature review validates...

... and its customers, and these are supported by computerised measurement and reporting tools. Charging for services in SLAs is a contentious area, but transfer charging provides incentives for changing behaviour and penalties for failing to follow the agreement. The SLA is more meaningful if the cost...

.... Discusses some of the techniques and problems encountered in the measurement exercise. While the results of the monitoring exercise indicated that waiting times were being radically reduced, doubt is expressed as to whether this one simplistic indicator is sufficient to measure the overall quality of out...

...Raymond W. Dick Describes how a group of nurse managers developed a tool for measuring the quality of care in mental hospital wards and how this was adapted for use within general elderly services. Examines the impact of the tool on service provision within a group of small local community...

...Danielle McCartan‐Quinn; Eddie McAleer; Inam Naqvi Locality management devolves the responsibility for the delivery of community health and social services to “localities” of some 25,000‐30,000 people. States that unit general managers wanted to measure the clients’ perception of the quality...

...Susie Green Unwilling or uncommunicative customers, lack of consensus over diagnostic definitions and processes of care, and the difficulty of defining outcome measures, account for quality issues being different when related to the psychiatric field than for other branches of health care. Attempts...