Identifying Factors for Evaluating the Performance of Health Care Providers in the Balanced Scorecard Model with the Fuzzy Delphi Approach

The balanced scorecard (BSC) provides useful and relevant information about the factors affecting the internal and external performance of the organization and it is the most suitable framework for evaluating the performance of healthcare organizations. One of the key principles in using the BSC is to identify the appropriate views of each organization with regard to its main mission so that it can achieve the best results to achieve its goals and strategy. The present study is aimed to identify the views and related goals in the BSC model suitable for health care centers using the fuzzy Delphi technique.

The present study was a qualitative and applied research. The statistical population of the research included 15 experts in the field of health and treatment who were selected by purposive sampling. First, through literature review, and then with the help of a researcher-made questionnaire with the consensus of experts using the Delphi technique in two rounds, the views of the BSC and the related goals were determined according to the health care centers.

In this research, the perspective of patients and society with three goals, financial status and performance with two goals, growth and development with four goals, internal organizational processes with four goals, and social responsibility as a new perspective with two goals to evaluate the performance of health care centers replaced the traditional perspectives of BSC.

The use of 4 points of view appropriate to health care centers in the BSC and the addition of a new point of view under the title of social responsibility to evaluate the performance of health care centers will increase productivity and ultimately increase the satisfaction of patients and society.