Emergency room processes are often exposed to the risk of unexpected factors, and process management based on performance measurements is required due to its connectivity to the quality of care. Regarding this, there have been several attempts to propose a method to analyze the emergency room processes. This paper proposes a framework for process performance indicators utilized in emergency rooms. Based on the devil's quadrangle, i.e., time, cost, quality, and flexibility, the paper suggests multiple process performance indicators that can be analyzed using clinical event logs and verify them with a thorough discussion with clinical experts in the emergency department. A case study is conducted with the real-life clinical data collected from a tertiary hospital in Korea tovalidate the proposed method. The case study demonstrated that the proposed indicators are well applied using the clinical data, and the framework is capable of understanding emergency room processes' performance.
Keywords: emergency room; healthcare; performance measurements; process mining; process performance indicators.