Assessing operational effectiveness in healthcare organizations: a systematic approach

Carlos F. Gomes (Faculdade de Economia da Universidade de Coimbra, Instituto de Sistemas e Robótica, Coimbra, Portugal)
Mahmoud M. Yasin (Department of Management & Marketing, East Tennessee State University, Johnson City, Tennessee, USA)
Yousef Yasin (Wake Forest University School of Medicine, Winston Salem, North Carolina, USA)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Publication date: 9 February 2010



The purpose of this paper is to propose a systematic approach to measuring, tracking, monitoring and continuously improving efficiency, availability and quality in healthcare operational settings.


The proposed measure of healthcare operational effectiveness (HOE) consists of three indicators. They include an availability indicator, an quality indicator, and an efficiency indicator. The proposed approach tends to facilitate the systematic improvement at the different facets of operational effectiveness.


The proposed operational performance approach based on the HOE is consistent with the themes of performance measures and measurement reported in the literature.

Research limitations/implications

The proposed healthcare operational effectiveness approach represents a serious attempt at quantifying the key facets of service effectiveness in healthcare operational settings. The validation of this performance assessment and measurement approach is worthy of future research.

Practical implications

The approach advocated by the HOE has operational and strategic relevance to decision makers of healthcare organizations.


This paper presents a practical, systematic approach toward enhancing operational effectiveness in healthcare organizations. Relevant implementation issues associated with the proposed approach are also addressed.



Gomes, C., Yasin, M. and Yasin, Y. (2010), "Assessing operational effectiveness in healthcare organizations: a systematic approach", International Journal of Health Care Quality Assurance, Vol. 23 No. 2, pp. 127-140.

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Copyright © 2010, Emerald Group Publishing Limited

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