Towards a comprehensive key performance indicators reference model for non-medical support services / facility management in hospitals

摘要

In healthcare, so far few data have been processed in terms of controlling and benchmarking of non-medical support services and their costs. With the introduction of case-based rate systems and increasing cost pressure situations in the healthcare sector, the need for cost allocation controlling, key performance indicators (KPI), benchmarking and a well-founded basis for strategic decisions has grown rapidly in Facility Management (FM) in healthcare. In order to provide a holistic and practically oriented solution, it was necessary to assess the requirements of the different KPI specifications of the various non-medical support services in hospitals. On the conceptual basis of the Service Catalogue for non-medical Support Services in Hospitals, the development of a KPI model was conducted in iterative interview sessions with different subject matter experts for FM in hospitals. The result is the setup of a systematic metamodel as the basis for a comprehensive KPI Reference Model for non-medical Support Services / FM in Hospitals providing the basis not only for controlling and benchmarking steps, but also for the development of corresponding adjustments of account plans and cost center accounting, as well as for aligning IT architectures.