Performance measurement system for healthcare processes

Purpose - The purpose of this article is to provide an overview and evaluation of performance measurement systems and also present a framework for the selection of an appropriate performance measurement system for healthcare processes. Design/methodology/approach - The paper provides a brief review of the existing performance measurement frameworks. On the basis of review, performance measurement system criteria are identified and accordingly a framework has been proposed for measuring performance in healthcare processes. Findings - The measurement of performance of a healthcare organization is still an unresolved issue. A performance measurement system should be sensitive to changes in the external and internal environment of an organization. The proposed framework measures performance from a multi and interrelated perspective, namely efficiency, effectiveness and flexibility. Practical implications - The study will help the healthcare organization to know how they are performing; it will also help in benchmarking the organization so that customers know the value of the money they pay for the service. Originality/value - The framework presented provides a performance measurement system for healthcare processes that is sensitive to change in the external and internal environment of an organization.