The Balanced Scorecard of acute settings: development process, definition of 20 strategic objectives and implementation

摘要

Strategy development and implementation in acute care settings is often restricted by competing challenges, the pace of policy reform and the existence of parallel hierarchies.To describe a generic approach to strategy development, illustrate the use of the Balanced Scorecard as a tool to facilitate strategy implementation and demonstrate how to break down strategic goals into measurable elements.Multi method approach using three different conceptual models: Health Promoting Hospitals Standards and Strategies, the European Foundation for Quality Management (EFQM) Model and the Balanced Scorecard. A bundle of qualitative and quantitative methods were used including in depth interviews, standardized organization wide surveys on organizational values, staff satisfaction and patient experience.Three acute care hospitals in four different locations belonging to a German holding group.Chief executive officer, senior medical officers, working group leaders and hospital staff. Development and implementation of the Balanced Scorecard.