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

Measuring the quality of performance has become a focus in healthcare organizations at the individual and national levels, where healthcare providers compete intensively with each other in order to improve continuous performance and provide high quality service, which results in patient satisfaction, confidence and reputation of the organization, which results in business continuity of healthcare organizations. The case study in this thesis was (group of hospitals) is spread in Cairo and its environs and consists of six hospitals will be conducted on four of them namely hospital (Hospital C, Hospital L, Hospital A, And Hospital N ) which will create a kind of competitiveness among them, especially after the group management linked the incentive to the reward for improved performance.Thesis is divided into three main parts First: measuring performance indicators using the dashboard, which covers most hospital departments, whether medical or non-medical, where they are collected monthly and is summarized in three main groups that are statistically analyzed using Individual control charts and run charts. (A) the set of performance indicators for management such as total number of inpatients{u2019} admission, where data was collected during the period from June 2017 to October 2020 and an improvement project was implemented at the Hospital C entitled Improving patients{u2019} admission and discharge processes using patients{u2019} tracer with lean six sigma methodology, this project occurred during the period between April 2019 to May 2019, the results were to reduce the patient's discharge time from 7:10 hours to 0:40 minutes and improved the average hospital length of stay (ALOS) from 2.9 days on July 2017 to 1.8 days in October 2020 and hospital occupancy rate improved from 41% in June 2017 to 70% in February 2020 before the pandemic of COVID-19, although patients{u2019}admission numbers increased from 577 Patients during June 2017 to 1053 Patients during December 2019, s patients{u2019} satisfaction increased and complaints decreased

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