Construction of a multidimensional performance model based on the perceptions of hospital stakeholders

Abstract

Moroccan University Hospital Centers are facing pressures and constraints caused by a constantly changing, complex and turbulent environment. In this context, the vision of the UHCs has evolved towards new concepts of modernization of their internal management. Hence the importance of evaluating their performance if they want to offer quality services to patients in a cost-effective manner.

Furthermore, hospitals are characterized by an organizational duality that often puts the vision of care providers and managers in competition. Managing its performance is therefore a very complex process.

The objective of this article is to design a performance model based on research-intervention as a strategy for accessing the field by adopting a transformative approach combining observation, documentary study and semi-structured interviews with the various hospital stakeholders in order to identify their multiple perceptions of performance. The interviews were carried out through interview guides aimed at internal hospital stakeholders (26 actors interviewed) as well as external stakeholders (10 actors interviewed) having an influence on the performance of the university hospital in order to define a model reconciling the culture of care and the managerial culture.

The model constructed shows that hospital performance is a multidimensional construct that is close to two theoretical performance models, namely the BSC and the WHO PATH model. The combination of the two models allowed for a reconciliation between the visions of the different professional categories of hospitals and brought out a performance model that reconciles the care and managerial visions.

This study will provide a practical solution for the hospital manager to pilot the performance of the organization and monitor the execution of strategic projects. It will also add value to the scientific literature on the adaptability of the tool to public hospitals.

Keywords : Perception, Performance hospitalière, Modèle multidimensionnel, Conciliation

JEL Classification: I10, P17

Paper type: Empirical research: intervention-research