Abstract:
Key performance indicators play an essential role in enhancement of management in medical institutions. Hospitals consume more than 50 percent of total
health resources [33]. The knowledge and proper use of indicators offers the possibility to increase the quality in providing medical services. The purpose of this
study is to provide a narrative review of performance indicators that play a key role
in streamlining hospital management. Performed study is secondary type, qualitative and presents a literary review. For study realization were used medical sources
– international and local literature, statistics, scientific publications and individual researches. Were studied approximate 20 studies and 50 articles with reference
to the topic.. After analyzing the data 22 performance indicators were investigated,
which are classified under four aspects: Internal Process – 10 (Proportion of cancelled operations; Hospital infection rate; frequency of clinical errors; etc.) Finance -5
(Ratio of total revenue to total costs; the cost of drugs and materials; etc.) Learning
and Growth – 4 (Training expenditures per capita; Employee absenteeism rate; etc.)
Patient – 3 (Level of facilities for families and visitors; Patients satisfaction percentage; etc.) The model of studied indicators can be used for the performance assessment in hospitals and allows to recognize critical points cost efficiency of institution (SWOT analysis). This model can be adjusted according to hospital profile.
