Measurement of tangible and intangible indicators for the quality evaluation-management and socio-psychological variables in the hospital service

Abstract

The objective in this scientific work is develop a balanced scorecard (BSC) which will contribute to the evaluation and management of the assistance service quality and psychological variables like motivation, labor satisfaction, managing process, organizational culture and labor completion with a better balance among efficiency, efficacy, results and process indicators in a Cuban hospital center. To develop this investigation, different methods are used, documental analysis, interviews, group dynamics, Delphi method. In the information processing the following indicators are used, the Kendall’s concordance coefficient, credibility and items-total correlation, measured through the SPSS program. The sample is made up of internal clients: executives, doctors, nurses and experts. Once the indicators system has been designed and implemented, the main difficulties are determined and strategies proposed which once implemented by the institution should contribute to a solution.