How to Evaluate the Long-Term Care Agencies Performance?

This research seeks to investigate the steps that central and local governments must take when using strategic service performance management tools to perform routine evaluations of long-term care agencies. It focuses on the 2012 Evaluation Plan used in Taichung City in Taiwan. This research uses a performance management tool-Balance Scorecard (BSC), as well as the fuzzy Delphi method (FDM) and fuzzy analytic hierarchy process (FAHP) to condense the five major evaluation dimensions of the current "Indicators in the Evaluation of Long-term care agencies" in order to establish evaluation framework. Long-term care agencies can apply management-by-objectives (MBO) to establish links between the healthcare services provided by the organization, workflow management control, and performance evaluation indicators.