Developing Process Performance Indicators for Emergency Room Processes

In a healthcare environment, it is essential to manage the emergency room process since its connectivity to the quality of care. In managing clinical operations, quantitative process performance analysis is typically performed with process mining, and there have been several approaches to utilize process mining in emergency room process analysis. These research provide a comprehensive methodology to analyze the emergency room processes using process mining; however, performance indicators for directly assessing the emergency room processes are lacking. To overcome the limitation, this paper proposes a framework of process performance indicators utilized in emergency rooms. The proposed framework starts with the devil’s quadrangle, i.e., time, cost, quality, and flexibility. Based on four perspectives, we suggest specific process performance indicators with a formal explanation. To validate the applicability of this research, we present a case study result with the real-life clinical data collected from a tertiary hospital in Korea.