Performance: a multi‐disciplinary and conceptual model

Abstract

We contend that the scientific study of performance requires a model or paradigm. We propose a performance model with an underlying mathematical basis that is well defined, has explicit assumptions and has the potential to be both heuristic and scientifically testable. The model is based on an integration of concepts from health sciences and psychology that have been adapted to performance measurement in health care. The proposed performance model consists of a combination of four primary elements: quality of care, cost of care, access to care and satisfaction. Satisfaction is defined as a function of perceived and expected outcomes of care and perceived and expected input. This performance model can serve as both a tool for understanding and as a vehicle for comparing performance within and between health care organizations. We believe that this model can be used to develop a performance profile report and the future report card.

The Impact of Marketing Mix Strategy on Hospitals Performance Measured by Patient Satisfaction: An Empirical Investigation on Jeddah Private Sector Hospital Senior Managers Perspective

“…The recognition of such characteristics has led researchers to recognize the key role played by service marketers in improving service delivery (Lied and Kazandjian, 1999). This further shed light on the importance of exceptional consideration of marketing in service sectors especially in health service provision.…”

Assessing user satisfaction and hospital pharmacy practice: application to an individualized dispensing system in a French military teaching hospital

“…These reports have focused mostly on underuse of performance measures of important processes of care and some outcomes of care [21]. Recently, a performance model proposed a combination of four primary elements: quality of care, cost of care, access to care and satisfaction [22].…”

Les enjeux de l'évaluation de la performance : Dépasser les mythes

“…L'Institut de médecine définit la performance comme « le degré par lequel les services de santé améliorent les résultats de santé autant au niveau individuel que populationnel, cela au regard de la connaissance scientifique en vigueur » (cité par Lied et Kazandjian : 394). David Eddy () abonde dans le même sens en abordant la performance en fonction des résultats que l'on peut attendre d'une prise en charge.…”

“…David Eddy () abonde dans le même sens en abordant la performance en fonction des résultats que l'on peut attendre d'une prise en charge. Pourtant, la notion de performance devrait transcender celle de qualité pour inclure d'autres dimensions reflétant la complexité des systèmes de santé, les déterminants de la performance ainsi que les multiples perspectives des parties prenantes (Davies ; Lied et Kazandjian; Adair et coll. ).…”