Benchmarking has become a fundamental part of modern health care systems, but unfortunately, no benchmarking framework is unanimously accepted for assessing both quality and performance. The aim of this paper is to present a benchmarking model that is able to take different stakeholder perspectives into account. By presenting performance as a function of a patient perspective, an operations management perspective, and an employee perspective a more holistic approach to benchmarking is proposed. By collecting statistical information from several national and regional agencies and internal databases, the model is constructed as a comprehensive hierarchy of indicators. By aggregating the outcome of each indicator, the model is able to benchmark healthcare providing units. By assessing performance deeper in the hierarchy, a more detailed view of performance is obtained. The validity test of the model is performed at a Danish non-profit hospital, where four radiological sites are benchmarked against each other. Because of the multifaceted perspective on performance, the model proved valuable both as a benchmarking tool and as an internal decision support system.
|Journal||International Journal of Health Planning and Management|
|Publication status||Submitted - 2010|
- Healthcare, Performance Management, Aggregated indicators, Benchmarking