[Supply services at health facilities: measuring performance].

Area of Science:

• Operations Management
• Healthcare Administration
• Supply Chain Management

Context:

• Performance measurement is crucial for modern organizations aiming to improve service quality and reduce costs.
• Hospital supply chains face unique challenges in managing resources efficiently and effectively.
• Existing performance measurement systems may lack the hierarchical integration needed for complex healthcare logistics.

Purpose:

• To present a novel, hierarchical performance measurement system specifically designed for hospital supply chains.
• To provide a coherent and integrated vision of supply chain processes through multi-level indicators.
• To measure supply chain performance across financial, customer satisfaction, and internal process dimensions.

Summary:

• The proposed system features three hierarchical levels: the entire supply chain, its three main processes (physical management, purchasing, local storage), and individual activities.
• Indicators are grouped to offer a comprehensive view, catering to varying managerial information needs across the administrative structure.
• The system was evaluated in 17 health services in Quebec, Canada, demonstrating its applicability and potential for implementation in similar healthcare settings.

Impact:

• Enables healthcare organizations to gain a detailed, integrated understanding of their supply chain operations.
• Facilitates targeted improvements in efficiency, cost reduction, and service quality within hospital logistics.
• Offers a scalable and adaptable framework for performance measurement in diverse healthcare supply chain environments.