Improvement of Phlebotomy Service of Medical Technology Laboratory, Phraphutthabat Hospital using Balanced Scorecard

Abstract

Phlebotomy services should focus on quality, safety, patient satisfaction, and efficient

resource management. This led to improvement of the Medical Technology Laboratory Phlebotomy  Service,  Phraphutthabat Hospital, Thailand. Current efficiency  was measured and balanced scorecard was used to improve the management of phlebotomy service. All together

18 indicators and 9 operational plans were devised, taking into account lagging and leading indicators. Balanced scorecards were found to improve all aspects of phlebotomy service management.  After  initiatives  were  implemented,  achievable  indicators  rose  from  6 to 13. The  7  additional  achievable  indicators  consisted  of  perspectives  in  learning  and  growth (3 indicators), customers (2 indicators), internal processes (1 indicator) and finance (1 indicator).