chapter 6 - Malaysia Productivity Corporation ( MPC)

Box 6.2: Measuring Performance of Private Hospitals
Malaysia Productivity Corporation undertook an annual benchmarking study on healthcare in private
hospitals from 2003 to 2010. The main purpose of the benchmarking study was to assist the participating
hospitals to focus on continuously improving the quality of its services by comparing its performance
on a number of Key Performance Indicators (KPI). The process provides the participating hospitals to
compare between each other.
There were five main areas to be benchmarked namely, Technical Efficiency, Staff and Facilities Utilisation,
Clinical Outcome, Patient Satisfaction; and Financial Performance.
Financial
Indicators
Participating hospitals were classified into three categories namely, ‘small’, medium’ and ‘large’. Hospitals
with less than 99 beds were classified as ‘small’, hospitals having 100-199 beds were classified as ‘medium’
while hospitals with more than 199 beds were considered as ‘large’.
In terms of Technical Efficiency, overall average length of stay and bed occupancy rate for all clusters of
hospitals showed a decreasing trend from 2008 to 2010. Average length of stay decreased from 2.9 days
in 2008 to 2.5 days in 2010. Bed occupancy rate recorded was 62% in 2008 followed by 57% and 58% in
2009 and 2010.
148 Productivity Report 2011/2012
Key Performance Indicators (KPIs)
Patient
Satisfaction
Technical
E�ciency
Key
Performance
Indicators
Clinical
Outcome
Sta� &
Facilities
Utilisation