Compilation and Classification / Reference Model of KPIs for non-medical Support Services in Hospitals
Gerber, Nicole; Hofer, Susanne (2016). Compilation and Classification / Reference Model of KPIs for non-medical Support Services in Hospitals. In: Research Papers for EUROFM’s 15th Research Symposium. EFMC 8-9 June 2016. (186 - 197). Milan, Italy: EFMC.
Background: Expectations for hospital services are high in Western (European) countries. However, hospitals are very complex institutions with many different stakeholders, interests and needs. This also influences the non-medical support services (FM), whose costs of providing the services amount to about a third of the total cost in a hospital. The complexity makes it very difficult to determine the interrelationships, possible synergies and sensible measuring points within the whole area of FM in Healthcare (HC).
Purpose: Until recently, different partial KPI models and compilations had been proposed, mostly focusing on technical issues. But a compilation and classification / reference model, including the whole range of FM services according to the Service Catalogue for non-medical Support Services in Hospitals (LekaS), had not yet been available. Research and development was therefore undertaken to find and define the significant, comprehensible, manageable and IT recordable key performance indicators (KPIs) for the FM in HC domain.
Methodology: The development of the compilation and classification / reference model was conducted within the principles of Consortium Research with subject matter experts, namely representatives of FM in hospital experts, consultants and software providers.
Findings: The presented compilation and classification / reference model of KPIs for FM in HC not only provides a holistic view of FM in HC KPIs and a basis for industry wide benchmarking, but also a new possibility of finding synergies in data management and resources.