Analyzing of business scorecard and business excellence measuring instruments in terms of socio-demographic variables in the delivery of healthcare services

Measuring and evaluating the performance of health organizations in health care services has become an important issue both economically and socially. Appropriate and reliable performance measurements and evaluations in health services depend on the standardization of quality indicators in the utilizing of health services. Republic of Turkey Ministry of Health has developed the Quality Standards in Healthcare (QSH) in order to adapt to international quality standards of health care as a result of long research and experience. The ultimate goal of QSH, applying international quality standards and indicators to improve the quality level of health care organizations in Turkey. Anecdotal evidence and numerous references advocate the need to improve quality standards in health organizations. This research is to evaluate the quality standards of a public hospital by using socio-demographic indicators of the patients, their families and health care providers. Two measurement tools which belong to Kanji's Business Excellence Modelling and Business Scorecard have been used. Business Excellence Measurement Tool has been used to measure the attitudes of healthcare providers about quality performance. The Business Scorecard Measurement Tool has been used to measure the attitudes of patients and their families. 10-point Likert-type scaling has been used. The attitude average of the healthcare service providers towards the quality standards of the hospital is significantly differentiated in terms of the occupational status. The attitudes average of patients and their families towards the quality standards of the hospital are significantly differentiated in terms of the age, educational level and income level factors.