Medical Records Department and Balanced Scorecard approach
نویسندگان
1 Department of Medical Records, Dr. Ali Shariati Hospital, Isfahan
2 Department of Health Services Management, Health Management Research Center, Baqiyatallah Institute of Medical Sciences, Tehran
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4 Department of Health Information Technology, School of Medical Management and Information Sciences, Isfahan University of Medical Sciences, Isfahan, Iran
doi
چکیده
Context: The Medical Records Department (MRD) is an important source for evaluating andplanning of healthcare services; therefore, hospital managers should improve their performancenot only in the short-term but also in the long-term plans. The Balanced Scorecard (BSC) isa tool in the management system that enables organizations to correct operational functionsand provides feedback around both the internal processes and the external outcomes,in order to improve strategic performance and outcomes continuously. Aims: The maingoal of this study was to assess the MRD performance with BSC approach in a hospital.Materials and Methods: This research was an analytical cross-sectional study in which datawas collected by questionnaires, forms and observation. The population was the staff of theMRD in a hospital in Najafabad, Isfahan, Iran. Statistical Analysis Used: To analyze data,first, objectives of the MRD, according to the mission and perspectives of the hospital, wereredefined and, second, indicators were measured. Subsequently, findings from the performancewere compared with the expected score. In order to achieve the final target, the programs,activities, and plans were reformed. Results: The MRD was successful in absorbing customersatisfaction. From a customer perspective, score in customer satisfaction of admission andstatistics sections were 82% and 83%, respectively. Conclusions: The comprehensive nature ofthe strategy map makes the MRD especially useful as a consensus building and communicationtool in the hospital.
