Designing a model of sustainable hospital performance excellence using grounded theory and fuzzy Delphi methods

Subject Areas : Health Management Services

Zahra Jafarinodoushan ¹ , Seyed habibola mirghafori ^{2 *} , Seyed Heydar Mirfakhraddini ³ , ali morovati ⁴

1 - PhD Student, Department of Industrial Management, Faculty of Economics, Management and Accounting, Yazd University, Iran
2 - Associate Professor, Department of Industrial Management, Faculty of Economics, Management and Accounting, Yazd University, Iran
3 - Professor, Department of Industrial Management, Faculty of Economics, Management and Accounting, Yazd University, Iran
4 - Professor, Department of Industrial Management, Faculty of Economics, Management and Accounting, Yazd University, Iran

Received: 2025-02-05 Accepted : 2025-06-29 Published : 2025-10-21

Keywords: performance, Excellence, sustainable, hospital, model,

Abstract :

Introduction: Considering the importance of the service sector and its increasing share in the global economy, studying the field of excellence in the sustainable performance of services is considered very important. On the other hand, the healthcare field is one of the largest fields in the service sector, where sustainable performance is of particular importance. The purpose of this study is to identify the effective concepts in the excellence of the sustainable performance of the hospital and then to design the model of the excellence of the sustainable performance in the hospital.

Research method: This research is applied and developmental in terms of purpose. In this study, along with in-depth interviews with hospital experts and using database theory, effective concepts on the excellence of the hospital's sustainable performance were identified. The main axes were formed using the fuzzy Delphi method. Then, by doing selective coding, the sustainable performance excellence model of the hospital was designed.

Findings: In this research, 120 effective concepts on the excellence of the hospital's sustainable performance were identified and placed in the form of 24 main axes. Then, the excellence model of the hospital's sustainable performance was designed in 6 enabling criteria and 1 achievement criterion. Leadership criteria, strategy, attitude and thoughts, information technology and knowledge management, focus on stakeholders and process management form the enablers of this model.

Discussion: By focusing on the enablers of the hospital's sustainable performance excellence model and their management, sustainable results can be achieved in the field of environmental, social, employee, customer and key performance results.

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