University of Twente Student Theses


IT performance measurement for Dutch hospitals

Landheer, Robert (2013) IT performance measurement for Dutch hospitals.

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Abstract:Performance of IT is complex. So is performance of hospitals. This master’s thesis studies ways to measure IT performance at a Dutch hospital, with the aim of providing management information on the functioning of hospitals. Background: the increasing competitive hospital sector has been faced with the introduction of market mechanisms. This will shift to an increased funding per diagnosed treatment combination, instead of a steady inflow of money from the government. This in turn means that hospital’s managers have an incentive to optimize hospital functions, and save money on staff functions, such as IT. Purposes: this thesis introduces a model to measure IT performance in the specific context of Dutch hospitals. Furthermore it explores ways the constituent factors of IT performance influence each other, and how the concerning hospital can improve its IT performance. Lastly it reflects on how to optimally conduct research on hospitals. Methodology: a case study is performed at a large Dutch academic hospital. On constituent factors of IT performance, indications are made whether the hospital has to improve, is on target, or can consider the rating as a fully achieved objective. Findings: IT performance can be divided into four dimensions, according to a modified version of the balanced scorecard: • IT financial aspects • IT control • IT innovation • IT user’s perspective Each containing subdimensions. The balanced scorecard is an already used management information method, and is acceptable by the organization. Research on relations between the different dimensions should be conducted in longitudinal research and / or in a benchmark, in order to make the best conclusions. Gathering data turned out to be difficult, as hospitals were reluctant to invest time and money in this investigation about IT. This could mean that hospitals currently do not value IT, or do not consider it means to more efficient functioning of the hospital. As a result this thesis is based on research at one large Dutch academic hospital. To achieve reliable data, conclusions are drawn on data obtained from multiple sources. Practice implications: the proposed model aims to introduce an accessible and meaningful way to give a quick scan of a hospital’s performance on IT. IT should not only be steered on financially, as it has benefits in control, innovation and user’s perspective dimensions. In order to achieve a high number of participating hospitals in research projects, it is important to understand their environment of monetary cutbacks and a push from the government for achieving more efficiency in hospitals with less means. Thus a research should be as simple and less time consuming for the hospital as possible.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
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