Developing strategies for hospitals from patient and personnel perspective with DEMATEL

Abstract

In this study, it is examined that how to improve hospital performance was examined. In this context, because of the literature review, 12 different Balanced Scorecards Performance Indicators are selected, which may be effective for developing strategies. DEMATEL method used for determining more important indicators. According to the results, rate of patient complaints, staff satisfaction rate, patient’s satisfaction percentage are the most important indicators. However, the rate of patient complaints and staff satisfaction rate rank the first and the second, while the cause degree of them are effect and cause, respectively. Thus, managers need to pay more consideration and developing strategies to increase staff satisfaction, so it will be possible to reduce the percentage of patient complaints, second important criteria. Consequently, increasing to staff satisfaction rate can help the improving total performance.