Performance Evaluation of the Hospital's Emergency Department: An Integrated Approach based on Resilience Engineering and Lean Management

The emergency department is one of the crowded wards of a hospital, so improving the performance of this ward has a significant impact on improving the quality of hospital services. Recently, researchers have paid more attention to resilience engineering (RE) and lean management approaches, because of their focus on performance improvement. The aim of this study is to present an integrated performance evaluation model for evaluation performance of the emergency wards of a private hospital, based on simultaneous applying resilience engineering and lean management. For this purpose, first by identifying the effective factors, a conceptual model of the problem was designed. Then the required data were collected using a standard questionnaire. In the next step, using the algorithm based on data envelopment analysis (DEA) and with the presence of all indicators, performance values were calculated. Also, the performance values were recalculated after removing each of the factors. The results show that the indicators of engineering commitment in the group of RE and operational improvement in the group of lean management; have the most impact; Therefore, by focusing on these factors, significant improvements can be made in the level of staff satisfaction and as a result, the performance of the organization.