ENGAGING PATIENTS AND HOSPITAL HEALTHCARE WORKERS WITH MEDICAL RECORDS ANALYSIS IN THE BALANCED SCORECARD IMPLEMENTATIONS

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dc.contributor.authorMousy, Sujood
dc.date.accessioned2025-10-12T11:47:00Z
dc.date.available2025-10-12T11:47:00Z
dc.date.issued2025-07-03
dc.description.abstractBackground: The Balanced Scorecard (BSC) has been increasingly adopted as a strategic framework for evaluating healthcare performance, emphasizing service quality, patient satisfaction, and organizational effectiveness. The framework assesses performance across four perspectives: financial, customer, internal processes, and learning and growth. Although widely implemented internationally, limited research has addressed its integration with medical records in Palestine. This study aimed to assess patient experiences and healthcare workers’ (HCWs) attitudes toward healthcare delivery at An-Najah National University Hospital in Nablus, Palestine, using BSC principles to provide localized evidence for healthcare improvement. Methodology: A cross-sectional study was conducted between November and December 2024at An-Najah National University Hospital. Two structured and validated self-administered questionnaires were distributed: one to HCWs and another to patients. The patient survey evaluated perceptions of service quality, satisfaction, and engagement with medical records, while the HCWs’ survey measured work engagement and attitudes toward BSC implementation. A total of 185 patients and 195 HCWs participated. Data were analyzed using SPSS, employing descriptive statistics, Pearson correlation, and multiple regression analysis. Results: Strong correlations were found between patient activation and positive attitudes. The mean service quality score was 75.4%. Price information experience scored 72%, while pricing satisfaction was slightly lower at 66.3%. Among HCWs, high engagement was reflected in the Utrecht Work Engagement Scale Dedication (93.3%). However, areas such as workload–time–life balance (59.2%) highlighted opportunities for improvement. Conclusions: Service quality and access to medical records were significant contributors to patient satisfaction. Integrating medical records into BSC implementation can enhance engagement among both HCWs and patients by improving transparency and performance monitoring. These findings provide evidence to guide hospital-level healthcare policy and align future improvements with international benchmarks.
dc.identifier.urihttps://hdl.handle.net/20.500.11888/20550
dc.language.isoen
dc.publisherAn-Najah National University
dc.supervisorAl Zabadi, Hamzeh
dc.supervisorAmer, Faten
dc.titleENGAGING PATIENTS AND HOSPITAL HEALTHCARE WORKERS WITH MEDICAL RECORDS ANALYSIS IN THE BALANCED SCORECARD IMPLEMENTATIONS
dc.title.alternativeإشراك المرضى والعاملين في مجال الرعاية الصحية في المستشفيات مع تحليل السجلات الطبية في تطبيق بطاقة الأداء
dc.typeThesis
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