Identifying Key Performance Indicators for Holistic Hospital Management with a Modified DEMATEL Approach

Sheng-Li Si, Xiao-Yue You, Hu-Chen Liu and Jia Huang
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Sheng-Li Si: School of Economics and Management, Tongji University, Shanghai 200092, China
Xiao-Yue You: School of Economics and Management, Tongji University, Shanghai 200092, China
Hu-Chen Liu: School of Management, Shanghai University, Shanghai 200444, China
Jia Huang: School of Management, Shanghai University, Shanghai 200444, China

IJERPH, 2017, vol. 14, issue 8, 1-17

Abstract: Performance analysis is an important way for hospitals to achieve higher efficiency and effectiveness in providing services to their customers. The performance of the healthcare system can be measured by many indicators, but it is difficult to improve them simultaneously due to the limited resources. A feasible way is to identify the central and influential indicators to improve healthcare performance in a stepwise manner. In this paper, we propose a hybrid multiple criteria decision making (MCDM) approach to identify key performance indicators (KPIs) for holistic hospital management. First, through integrating evidential reasoning approach and interval 2-tuple linguistic variables, various assessments of performance indicators provided by healthcare experts are modeled. Then, the decision making trial and evaluation laboratory (DEMATEL) technique is adopted to build an interactive network and visualize the causal relationships between the performance indicators. Finally, an empirical case study is provided to demonstrate the proposed approach for improving the efficiency of healthcare management. The results show that “accidents/adverse events”, “nosocomial infection”, ‘‘incidents/errors”, “number of operations/procedures” are significant influential indicators. Also, the indicators of “length of stay”, “bed occupancy” and “financial measures” play important roles in performance evaluation of the healthcare organization. The proposed decision making approach could be considered as a reference for healthcare administrators to enhance the performance of their healthcare institutions.

Keywords: hospital management; key performance indicator (KPI); evidential reasoning; decision making trial and evaluation laboratory (DEMATEL) (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

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