Enhancing performance effectiveness based on key performance indicators system : Case study / Hanaa Elsaid Rezk Kassab ; Supervised Hegazy M. Zaher

Thesis (Ph.D.) - Cairo University - Faculty of Graduate Studies for Statistical Research - Department of Statistical Quality Control and Quality Assurance

Background:- Hospital emergency departments (EDs) is the front door of our healthcare system .EDs play a vital role in the acute healthcare system, providing care for patients with acute illness and injury, and access to the health system. An Emergency Department (ED) in a hospital provides 24 hour care for the injured/ severely ill patients. EDs are essential in any health care system. Method:- The aim of this thesis is to identify the main performance problems, illustrate how to use key performance indicators improve performance, improving performance effectiveness of the hospital's ED based on key performance indicators system and compare between performance effectiveness before and after improvement project. The KPIs will help decision makers to monitor and manage the performance of EDs systematically. After patients repeated complains ,reviewing hospital's records in , The researcher used Pareto chart to detected major defect at the hospital's emergency department according to key performance indicators that revealed staff satisfaction, patient satisfaction, staff turnover and patient waiting time(from the admission of the patient to discharge outside or inside to the hospital departments) indicators are the major defect at the this area .then measured these indicators (2017,8071 patients admitted ) before and after (2018) improving hospital information system, using electronic medical record and providing an educational program to the employees and the patients also measured the relation between them

Issued also as CD