To Help achieve its goal to be a high-quality acute care centre a non-profit 600-bed hospital in Taiwan determined to implement a BSC in its Emergency Department (ED) as a pilot to provide an integrated strategy and address low patient satisfaction. The four perspectives of the BSC developed by Kaplan and Norton (1993) were adopted in this study and old records were searched for information such as patient satisfaction, cost balance sheets, incidence reports, and the results of market surveys. A...

BPIR Categories

14.1.1 Design & deploy performance measurement system
14.3.2 Implement an improvement approach/method/technique

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