The balanced scorecard as a strategic management tool in hospital pharmacies: an experimental study

Alipour, F., Jamshidizadeh, S., Bastani, P. and Mehralian, G. ORCID: 0000-0002-3510-4614, 2022. The balanced scorecard as a strategic management tool in hospital pharmacies: an experimental study. Journal of Health Organization and Management. ISSN 1477-7266

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Purpose: A balanced scorecard (BSC) is an applied tool for implementing strategic management in various organizations. Implementing strategic management using the BSC approach has not received much attention in pharmacy departments. This study aims to provide a model for the strategic management of pharmacy departments using the BSC framework.

Design/methodology/approach: This experimental study was conducted from 2015 to 2018 in a 300-bed hospital and regional healthcare centers affiliated with the Petroleum Industry Health Organization in Tehran province, Iran. After carefully reviewing the organization's mission and vision, the strategic objectives were determined via the internal matrix and the external matrix (IE matrix), and the strengths–weaknesses–opportunities–threats matrix (SWOT matrix) were examined. Then, six BSC measures and interventions were identified, and each was examined from the perspectives of finance, patient satisfaction, internal processes and learning/growth. Finally, the proposed strategy was evaluated.

Findings: Results showed significant increases in patient satisfaction and gross profit. The observed increase range, from 0.09 to 0.29, indicates more effective operational management for optimal resource utilization. In addition, the pharmacy department was able to save US $539,137 by implementing prepared protocols for expensive medications. Similarly, the pharmacy department saved $442,899 during the two years of our strategic management plan by implementing the standard mechanism for returning unused medications to the pharmacy department after patients were discharged from various treatment units.

Originality/value: This study is among the first studies to demonstrate the simultaneous development, implementation and evaluation of the proposed strategy using the BSC in a pharmacy department in a public healthcare center. The BSC application improved the optimal use of resources and reduced costs while increasing patient satisfaction. It appears that the application of such an intervention may be as valuable to public pharmacies as it is to other private centers.

Item Type: Journal article
Publication Title: Journal of Health Organization and Management
Creators: Alipour, F., Jamshidizadeh, S., Bastani, P. and Mehralian, G.
Publisher: Emerald
Date: 31 May 2022
ISSN: 1477-7266
Rights: © 2022, Emerald Publishing Limited. This AAM is provided for your own personal use only. It may not be used for resale, reprinting, systematic distribution, emailing, or for any other commercial purpose without the permission of the publisher.
Divisions: Schools > Nottingham Business School
Record created by: Laura Ward
Date Added: 09 Jun 2022 15:52
Last Modified: 09 Jun 2022 15:52

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