Non-financial dimensions of measurement and assessment in the performance model for hospitals

This paper presents one of the important stages of a research project carried out in Poland, the aim of which was to develop an integrated performance measurement and assessment system designed for Polish public hospitals and for the stakeholders of different healthcare systems. The goal for the stage described in this article was to present a flexible and comprehensive tool (a performance model) for measuring hospital performance that could be used by hospital management, the founding bodies, and other stakeholders at the regional and central levels of healthcare systems, to improve the quality of medical services, the availability of healthcare resources, and the organization of the healthcare system in Poland. This article describes the non-financial dimensions that were identified in this model. The research involves the construction of a model that consists of defined and selected dimensions (patients, internal processes, development, and finance) with key performance indicators for the analysis, measurement, and assessment of hospital performance. The model takes into account the following three levels of the Polish healthcare management system: the central level, represented by the Ministry of Health; the regional level, represented by the regional governor, the marshal’s office, and the regional offices of the National Health Fund; and the local level, represented by hospitals and their funding bodies. The performance model exceeds the scope of the financial dimension and enriches it with three non-financial dimensions: patients, internal processes, and development. It allows one to concentrate not only on the tasks of the hospital but also on the objectives of other stakeholders operating in the Polish healthcare system.