Indicateurs de Performance et Tableau de Bord pour un Service d'Urgences d'un Centre Hospitalier Universitaire

INTRODUCTION: The quality assessment of the provided cares is an ongoing challenge for public healthcare organizations. According to a systemic overview, the performance evaluation of any system requires the identification as well as the evaluation of each of its main processes. However, addressing the performance of an emergency department is often limited to its mission of patient care. AIM : The objective of this work is to propose a tool that continually evaluates the performance of an emergency department within a teaching hospital by simultaneously considering its both vocations: (i) health care delivery to patients and (ii) skill training for learners. RESULTS: In line with the principles of continuous improvement drive and management by objectives, appropriate performance indicators have been proposed for each of the two processes. In addition, a dashboard has been implemented to provide decision makers with a synthetic overview of the department performance measures. CONCLUSION: One of the major shortcomings of dashboards is the issue of data collection, input and updating. To overcome this shortcoming, it is recommended to integrate it into an information and decision-making support system that manages the entire emergency department.