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Formulation and Implementation of Performance Management System in Tertiary Care Hospital


  • Gargi Agarwal
  • Agency : Performance Management, Performance Management System, Hospital Administration
  • Objective : To confirm the deeming application price, to develop a business planning framework at the hospital taken for study, expectation of management of all the employees.
  • Background : The urgent need for the study arose in because of proposal from the senior management to implement the performance management system (PMS) in the hospital. The PMS process would be adapted and customized to the organizational needs of the hospital which would help in stabilizing the process once formulated.
  • Methodology : It was a qualitative study formulated with the help of discussions with all the stakeholders of the PMS process that would be implemented in the hospital. The stakeholders include General Manager,  representatives  from  doctors,  human  resources,  Head-hospital administration and resident-hospital administration. Considering the sensitivity and the importance of the topic, the problem analysis was conducted in a very in-depth manner. Problem analysis was conducted in three phases – Analysis of the PMS process in the hospital, workshop cum FGDs and survey.
  • Findings : The study highlights many concerns which the employees have regarding the current PMS process. Current key result areas are not well defined for a particular position which leads to overlap. Lack of communication between superiors and subordinates was found. Record of critical events pertaining to officers were not made, which leads to improper review of performance.
  • Recommendations : Proposed to shift to position-based KRA’s this would help in setting of clear expectations in each superior-subordinate pair. Proposed a workshop methodology for goal setting. Proposed to create a mechanism to record critical incident pertaining to officers. People development activities are proposed to increase employee performance motivation and engagement levels.  Also many changes are required to be incorporated in the existing PMS process to customize it to the specific organizational needs of the hospital.
To confirm the deeming application price, to develop a business planning framework at the hospital taken for study, expectation of management of all the employee