Table 2.

Patient-centeredness, effectiveness, employees’ work-balance, and safety quality improvement objectives and performance measurement indicators

Care quality improvement objectives	Performance measurement indicators	Definition/description	References
PATIENT-CENTEREDNESS • Improving patients’ satisfaction	Perceptive patients’ satisfaction index (7 papers)	Patients’ satisfaction survey administered to patients or employees	[39, 45, 55, 59, 61, 78, 80]
EFFECTIVENESS • Enhancing diseases prevention • Increasing disease diagnoses	N. or % Prevention activities (4 papers)	Number or percentage of visits during which prevention activities (screening, vaccination, follow-up, etc.) are performed out of the total number of visits over a certain period	[57, 81–83]
	N. New diagnoses (1 paper)	Number of new diagnoses for a specific condition over a certain period	[84]
EMPLOYEES’ WORK-BALANCE • Improving employees’ work experience satisfaction	% Absenteeism (1 paper)	Percentage of employees’ actual working time out of the total expected working time over a certain period	[73]
	N. Overtime (1 paper)	Number of overtime hours worked by employees within a certain period	[73]