Title: Performance measurement indicators in the healthcare industry: a systematic review

Authors: Nida'a K. AbuJbara; Jody A. Worley

Addresses: Department of Human Relations, University of Oklahoma, 4502 E 41st Street, Tulsa, OK 74135, USA ' Department of Human Relations, University of Oklahoma, 4502 E 41st Street, Tulsa, OK 74135, USA

Abstract: This systematic review addresses a gap in the literature on performance appraisal systems for healthcare workers. The study explores the efficiency of employee performance measurement systems in providing accurate measurement of the performance of healthcare workers across various job types with a particular focus on performance indicators associated with soft skills. Cochrane guidelines for performing a systematic search in disciplinespecific and in multidisciplinary databases were supplemented with an independent manual search of relevant studies. Twenty-three articles were identified and classified into three categories: performance measurement systems, evaluation and development of measuring tools, and problems of measuring performance of medical practitioners. The review revealed that there is no comprehensive approach to performance evaluation in healthcare. The identification of soft skills as a performance indicator was lacking and none of the implemented performance measurement systems were reported to be effective. Implications for further research to focus on the development of performance measurements for all workers in the healthcare industry were highlighted.

Keywords: performance indicators; performance measurement; healthcare workers; healthcare systematic review; soft skills.

DOI: 10.1504/GBER.2019.096857

Global Business and Economics Review, 2019 Vol.21 No.1, pp.43 - 68

Received: 24 Mar 2017
Accepted: 25 Aug 2017
Published online: 12 Dec 2018 *

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