Development of a 'Procedure Reference Model for the Alignment of Non-medical Support Service Applications in Hospitals' : a framework for ensuring the correct reporting and configuration of key performance indicators

Abstract

The outcome of this thesis is the systematically developed and empirically validated “Procedure Reference Model for the Alignment of Non-medical Support Service Applications in Hospitals” comprising six component models, the metamodel, two input documents and a documentation for application as integral parts. The development of the model was done based on a pragmatic philosophical grounding in a multi-methodological iterative approach, including Design Science Research (DSR) principles for the modelling actions and mixed methods principles for the empirical research. In the “Theorising” phase, a sequential mixed methods approach combining a quantitative survey with qualitative expert interviews was conducted generating the basis for the modelling. In two iterations of the “Building” phase, the modelling actions were conducted. While in the “Evaluating” phase, the model was validated in two iterations based on expert interviews and focus group discussions. The model turned out to be relevant in the context of the challenges posed by the current structural changes in healthcare and hospitals. As part of these changes, non-medical support services are increasingly seen as essential not only in contributing to a better cost-efficiency but also as service enabler for the medical services. To be able to deliver the adequate services and service levels and control them within the very complex service provision of hospitals, the managers depend on relevant key performance indicators (KPIs) in an appropriate reporting setting. In Swiss hospitals, the configuration of KPI reporting had only partially been aligned in terms of software applications and/or in terms of reporting styles. Therefore, the research aims and objectives of this thesis were to find a procedure and its significant aspects for aligning non-medical-support service applications in hospitals so that in the future, relevant key performance indicators for systematic controlling and optimization can be generated and configured as effectively and efficiently as possible including the development of a model providing the necessary information. The evaluation of the model showed that the research output was credible and contributory. For practice, it provides a systematic basis for communication between different non-medical support service application stakeholders and thus enables managers to indirectly contribute to the development of a more effective healthcare provision. For the scientific community, it contributes to the development of multi-methodological DSR approaches suitable for complex environments and for multi-disciplinary environments.