Abstract
In healthcare organizations, decision making is both a crucial and a challenging task. Therefore, it’s necessary to collect all relevant indicators designed for both effective management and process improvement. These indicators need to reflect not only the performance of business process but also the satisfaction of patients toward the ED (emergency department). In this paper, we concentrate on the selection of the relevant performance measures related to health care process and illustrate the usefulness of the retained measures through a real case study in the emergency department of “Farhat Hached” hospital in Sousse (Tunisia). Thus, this work contributes to the improvement of the healthcare process and helps managers to optimize its performance.
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