Assessment of Hospital Performance using Balanced Scorecard Model and Program Chain Pattern

A Balanced Scorecard model is a performance evaluation methodology that provides a broad perspective on identifying the weaknesses and strengths of an organization's activities. The purpose of this study was to assess the performance of the hospital using a Balanced Scorecard Model and a Program Chain Pattern. This descriptive study was conducted at Imam Khomeini Educational Center in Sari. The data collection instrument was a "Balanced Scorecard Questionnaire” and completed by census of all managers and head nurses. The specialized panel of "Balanced Scorecard" questionnaires was categorized in the form of a Program Chain Pattern into dimensions of Input, process, outcome, control and Context. The content and face and structure validity were performed using confirmatory factor analysis. Reliability was measured by Cronbach's alpha coefficient and composite stability. To analyze the data, SPSS. 21 was used. The hospital with the mean of internal processes (3.43 ± 0.42) scored the highest scores in the dimensions of the scorecard, and the financial dimension with the average (3.57 ± 0.56) and the client dimension the mean (2.97 ± 1.07) and learning with the mean (2.93 ± 0.89) had the lowest score. The highest distribution and scores in the Program Chain Pattern were in the process dimension (58.8%) and control dimension (3.62 ± 0.56), respectively. There was a significant difference between the dimensions of the Balanced Scorecard Model and the Program Chain Pattern (P value < 0.0001). The most important aspect of the Balanced Scorecard is a process. Considering all the effective dimensions in performance, especially the dimensions of the Output, Input and context along with the process and control dimensions for assessing the performance of the hospitals is recommended.