The contribution of benchmarking to the management of the quality of healthcare in the emergency department

Pedro Alexandre Oliveira Rodrigues, Anabela Martins da Silva, Amélia Ferreira da Silva and Carla Alexandra Oliveira Mesquita

International Journal of Education Economics and Development, 2026, vol. 17, issue 3/4, 350-368

Abstract: Emergency departments (EDs) play a crucial role in healthcare systems by providing critical and urgent care. However, ensuring the quality of care in these dynamic environments remains a significant challenge. This study seeks to identify and validate a set of quality indicators (QIs) tailored for benchmarking processes to improve the management and clinical quality of ED services in Portugal. Using a mixed-methods approach, the research combines a systematic literature review, semi-structured interviews, and the Delphi technique to gather expert consensus on relevant QIs. The findings validated 54 indicators across seven dimensions: patient safety, patient satisfaction, production, efficiency, time intervals, inter-service dependencies, and mandatory green lane processes. These indicators offer a comprehensive framework for assessing and improving ED performance. Additionally, the study provides insights into the indicators deemed unsuitable for benchmarking, highlighting their limitations. The validated set of QIs is a valuable tool for policymakers, healthcare administrators, and clinicians to identify gaps, foster best practices, and enhance patient outcomes through data-driven decision-making.

Keywords: benchmarking; emergency services; Delphi method; quality indicators; performance indicators. (search for similar items in EconPapers)
Date: 2026
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