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Article Information:
Title:
A new tool for measurement of process-based performance of multispecialty tertiary care hospitals
Author(s):
Seetharaman Hariharan, Prasanta K. Dey, Harley S.L. Moseley, Areti Y. Kumar, Jagathi Gora
Journal:
International Journal of Health Care Quality Assurance
Year:
2004
Volume:
Issue:
Page:
302 - 312
ISSN:
0952-6862
DOI:
10.1108/09526860410557552
Publisher:
Emerald Group Publishing Limited
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Abstract:
There is an increasing need of a model for the process-based performance measurement of multispecialty tertiary care hospitals for quality improvement. Analytic hierarchy process (AHP) is utilized in this study to evolve such a model. Each step in the model was derived by group-discussions and brainstorming sessions among experienced clinicians and managers. This tool was applied to two tertiary care teaching hospitals in Barbados and India. The model enabled identification of specific areas where neither hospital performed very well, and helped to suggest recommendations to improve those areas. AHP is recommended as a valuable tool to measure the process-based performance of multispecialty tertiary care hospitals.
Keywords:
Analytical hierarchy process, Barbados, Customer services quality, Hospitals, India, Performance measurement (quality)
Article Type:
Case study