Identification and Prioritization of Hospital Performance Evaluation Indices by Combination of Balanced Scorecard and Delphi (Montaserieh Hospital)

Hospitals In order to improve strategic goals in the strategy map, it is necessary to measure them. This is done using indicators. The aim of the research is to identify and prioritize the performance indicators of the hospital using the Delphi technique and the balanced scorecard. This research was a qualitative research that was conducted in Montaserieh Hospital of Mashhad in 1394. The statistical population of the study was 12 senior hospital managers and health professors who were selected by expert sampling method. Initially, 68 indicators were selected at the perspective of the scorecard by reviewing texts and then forming group discussion sessions. Finally, using the Delphi method, 34 indicators were selected in two stages. These indices were presented in the form of a checklist and its formal and content validity were revised several times by the review team and its criterion validity was confirmed by categorizing the indices. In this study, the most important indicators of performance evaluation based on strategic planning of the hospital were selected in four perspective of balanced scorecard: 7 indicators in growth and learning perspective, 13 indicators in processes perspective, 7 indicators in customer perspective and 7 indicators in financial perspective. Given that the indicators are defined at the top level of the organization, managers must understand the basics of measuring science, so that by choosing the correct control parameters they can use indicators efficiently and prevent potential costs