Document Type : Original Article
Authors
1 Department of Medical Records, Dr. Ali Shariati Hospital, Isfahan
2 Department of Health Services Management, Health Management Research Center, Baqiyatallah Institute of Medical Sciences, Tehran
3 Department of Health Information Technology, School of Medical Management and Information Sciences, Isfahan University of Medical Sciences, Isfahan, Iran
Abstract
Context: The Medical Records Department (MRD) is an important source for evaluating and
planning of healthcare services; therefore, hospital managers should improve their performance
not only in the short-term but also in the long-term plans. The Balanced Scorecard (BSC) is
a tool in the management system that enables organizations to correct operational functions
and provides feedback around both the internal processes and the external outcomes,
in order to improve strategic performance and outcomes continuously. Aims: The main
goal of this study was to assess the MRD performance with BSC approach in a hospital.
Materials and Methods: This research was an analytical cross-sectional study in which data
was collected by questionnaires, forms and observation. The population was the staff of the
MRD in a hospital in Najafabad, Isfahan, Iran. Statistical Analysis Used: To analyze data,
first, objectives of the MRD, according to the mission and perspectives of the hospital, were
redefined and, second, indicators were measured. Subsequently, findings from the performance
were compared with the expected score. In order to achieve the final target, the programs,
activities, and plans were reformed. Results: The MRD was successful in absorbing customer
satisfaction. From a customer perspective, score in customer satisfaction of admission and
statistics sections were 82% and 83%, respectively. Conclusions: The comprehensive nature of
the strategy map makes the MRD especially useful as a consensus building and communication
tool in the hospital.
Keywords
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