Integrating balanced scorecard and simulation modeling to improve Emergency Department performance in Irish hospitals

In the healthcare sector, there is a requirement for innovative solutions in managing the high levels of complexity and uncertainty within Emergency Departments (EDs). Simulation modeling is currently seen as a competent means of analyzing EDs, which allows changes effects to be understood and predicted more easily. The Balanced Scorecard (BSC), well-known performance management concept, has become a steering method in approaching new improvement cycles. This paper presents a methodology that integrates BSC and simulation modeling to improve the performance of ED in a University Hospital in North Dublin. BSC design began with understanding patient's needs, ED activities, as well as training and development programs. Then a detailed simulation model was developed and integrated with the BSC to provide a comprehensive decision support system. This integrated model can be used for evaluation of various decisions in emergency area. The developed integrated model is also a tool for improvement.