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Balanced Scorecard aplicado a Unidades Hospitalares: uma revisão sistemática da literatura
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Advisor(s)
Abstract(s)
Fruto da realidade vivida atualmente no setor da saúde, onde se verifica um
aumento da competitividade e onde o controlo dos custos é cada vez mais evidente, a
gestão do desempenho nesta área é distinta e mais complexa, comparativamente a outras
áreas. Surgindo, assim, o Balanced Scorecard (BSC), como a ferramenta ideal para
melhorar o desempenho das organizações de saúde.
com potencial para clarificar os objetivos
estratégicos das organizações de saúde e para auxiliar na seleção dos indicadores de
desempenho mais adequados a utilizar. Para o seu sucesso, é importante o alinhamento
entre a estratégia da organização e a estratégia dos serviços, bem como o envolvimento
das chefias.
Esta dissertação tem como principal objetivo fazer um diagnóstico do estado da
arte, no que respeita à implementação do BSC em Unidades Hospitalares. Para alcançar
esse objetivo, realizou-se uma revisão sistemática da literatura e procurou-se responder
a nove questões relacionadas com o objetivo em causa.
Da pesquisa realizada, foram selecionados para a revisão da literatura 24 artigos,
que respondiam aos critérios de inclusão. Da análise destes artigos foi possível concluir
que a implementação desta ferramenta pode representar uma mais valia para o sucesso
das organizações de saúde em geral, e das Unidades Hospitalares em particular. A
evidência empírica sugere que, através da implementação do BSC, as Unidades
Hospitalares têm conseguido aumentar o seu nível de qualidade, a satisfação dos utentes
e profissionais, bem como contribuir para a eficiência e eficácia das mesmas. No
entanto, e apesar dos seus benefícios, a implementação do BSC ainda não é um
processo linear, sendo identificadas várias limitações e/ou dificuldades no processo de
conceção e implementação desta ferramenta.
As a result of the reality currently experienced in the health sector, where there has been an increase in competitiveness and where cost control is increasingly evident, performance management in this sector is distinct and more complex, compared to other sectors. Thus, the Balanced Scorecard (BSC), emerged as the ideal tool to control and improve the performance of healthcare organizations. The BSC is a management tool with potential to clarify the strategic objectives of healthcare organizations and to assist in the selection of the most appropriate performance indicators. For its success, it is important to align the strategy of the organization with the strategy of the different services or departments, and to ensure that management is involved in the process. The aim of this dissertation is to make a diagnosis of the state of the art in which regards to the implementation of the BSC in Hospital Units. To achieve this aim, a systematic literature review was carried out and an attempt was made to answer nine questions related to the main goal. From this literature review, 24 articles were selected and thoroughly analyzed. One of the main conclusions is that the BSC might provide a very valuable contribution for the success of healthcare organizations. In particular, it can contribute to increase the quality of the services, the satisfaction of users and professionals, as well as the efficiency and effectiveness of the organizations that implement it. However, despite its benefits, the process of implementing an effective BSC is not linear and some challenges need to be addressed.
As a result of the reality currently experienced in the health sector, where there has been an increase in competitiveness and where cost control is increasingly evident, performance management in this sector is distinct and more complex, compared to other sectors. Thus, the Balanced Scorecard (BSC), emerged as the ideal tool to control and improve the performance of healthcare organizations. The BSC is a management tool with potential to clarify the strategic objectives of healthcare organizations and to assist in the selection of the most appropriate performance indicators. For its success, it is important to align the strategy of the organization with the strategy of the different services or departments, and to ensure that management is involved in the process. The aim of this dissertation is to make a diagnosis of the state of the art in which regards to the implementation of the BSC in Hospital Units. To achieve this aim, a systematic literature review was carried out and an attempt was made to answer nine questions related to the main goal. From this literature review, 24 articles were selected and thoroughly analyzed. One of the main conclusions is that the BSC might provide a very valuable contribution for the success of healthcare organizations. In particular, it can contribute to increase the quality of the services, the satisfaction of users and professionals, as well as the efficiency and effectiveness of the organizations that implement it. However, despite its benefits, the process of implementing an effective BSC is not linear and some challenges need to be addressed.
Description
Keywords
Bsc Saúde Hospital Avaliação de desempenho