Promuovere il performance management delle aziende del settore Long Term Care: la costruzione e validazione di un cruscotto direzionale multidimensionale

The article proposes a multidimensional performance evaluation system for organizations working in the Long-Term Care (LTC) sector. The aim of this study is to develop and validate a multidimensional performance evaluation system for organizations delivering LTC, with the goal of improving management and supporting long-term strategies. This tool aims to integrate economic, organizational, care-related, and satisfaction indicators for both patients and staff. The methodology adopted is based on a mixed empirical analysis, which involved two leading providers in the LTC sector in Italy. Through the nominal group technique (NGT), experts from each institution contributed to the definition and validation of the multidimensional dashboard, discussing and refining the selected indicators based on their relevance, reliability, and measurability. The process included both an initial phase of indicator selection (based on existing literature and practices) and subsequent on the field validation. The results show that the proposed multidimensional dashboard was widely appreciated by the organizations involved. Specifically, five macro-performance areas were defined, with a reduction in the number of indicators from 66 to 62 in one case and from 66 to 45 for the other – depending on their specific operational needs – and some re- working in the composition of the remaining measures. The evaluation areas include human capital management, service organization and delivery, economic-financial performance, patient experience, and care complexity. The originality of this contribution lies in the creation of a flexible and adaptable dashboard for different organizations (public, profit, non-profit) working in the LTC sector, with an integrated approach that allows for both strategic performance measurement and benchmarking between similar organizations. Furthermore, the adoption of NGT as a validation methodology has proven effective in the context of healthcare organizations, making it a valuable methodology for decision-making during the development of the performance management dashboard.