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 The results of this study are limited, as they are based only on a 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. The aim 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. The health sector is characterized by ongoing changes that have social and economic implications that should be taken into account in the decision-making of companies in this sector. That is why, and due to strong competition from strong regulation of the health sector, the hospital sector has put in place management systems that guarantee the quality of services. Hospitals are therefore highly dependent on the proper functioning of information and communication technologies (ICTs).
This transaction is agreed between suppliers/customers on the basis of Service Level Agreements (SLAs) describes how the system should work, and penalties for failure or violation. Five Portuguese hospitals have been contacted to analyse performance and maintenance contracts. Initial results of the analysis of 38 proposals submitted by two hospitals indicate that there is a need for significant improvements in the specifications of these contracts. 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. 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.