Berbée, R.G., Gemmel, P., Droesbeke, B., Casteleyn, H. and Vandaele, D. (2009), “Evaluation of hospital service level agreements,” International Journal of Health Care Quality Assurance, Vol. doi.org/10.1108/09526860910975599 purpose of the document is to evaluate the development and use of service level agreements (SLAs) in a Belgian hospital from a client`s point of view. As far as we know, no other studies have yet evaluated the health efficacy of ALS. While a fairly large amount of scientific literature deals with ALS in the ICT world, this literature is often very specific and cannot always be applied to other service sectors. SLAs are useful for hospitals because they improve understanding of processes, encourage people to think about performance measurement and, in some cases, improve services. The main benefits of ALS are not really in improving relationships and better matching client needs, but in improving process allocation and improving performance measurement. The questionnaire in this study is a useful and reliable tool for assessing internal SLAs from a client`s perspective. In order for the E-Portal King Faisal Specialist Hospital – Research Centre (KFSH-RC) to take care of its visitors and beneficiaries in a professional and accessible manner, the portal administration has developed this agreement to clarify the terms of services provided by the KFSH-RC portal in order to represent its official and legal commitment to its visitors, in order to achieve the desired objectives and to maximize the use of the electronic services offered. You can immediately view or use the service provided as soon as the information is entered into the KFSH-RC system.
The document is based on a theoretical framework indicating the variables that influence the relationship between the use of a given governance mechanism and performance, a new instrument was developed and applied to a comfort sample of 107 ALS clients of a Belgian hospital. . The results of this study are limited, as they are based on only one Belgian institution. Other restrictions are the design of post-test research and the uneven distribution of respondents among the different SLAs. Among the recommendations for future research is the application of the questionnaire in other Belgian hospitals and in environments where a preliminary test and a post-test test can be carried out. International Journal of Health Care Quality Assurance Copyright © 2009, Emerald Group Publishing Limited Level of Providing Electronic Services Procedural E-Services.