06.06.2012

Selection and evaluation of indicators in the medical practitioner relationship mgmt – part 2

Within the framework of a student research project of the MSc10 master class FHS St.Gallen, the institute for Information and Process Management (IPM FHS) awarded the contract, to select and evaluate indicators for a benchmarking of the medical practitioner relationship management. The results are presented in a two-piece research report. As determined in part 1, part 2 applies itself to the second part of the research report with the accordant recommended course of action model for the medical practitioner relationship management.

Due to the current information of the desk research and the findings from the three survey rounds in the research project, the recommended course of action model for the medical practitioner relationship management was established. The model demonstrates that the medical practitioner relationship management is derived from the corporate strategy. At the next level, the relevant key performance indicators are located which are based on the perspectives of the balanced scorecard. The balanced scorecard approach and its four key perspectives are used to focus on the main control variables of a successful and forward-looking company. The basis for the successful implementation and ultimate success of the medical practitioner relationship management forms the communication. The recommendations developed within the model and its specific KPIs do not claim to be complete. The model and the metrics must be specifically adjusted on the basis of the strategy for each specific service provider.