Up until now, work in hospitals has been carried out more or less when called upon and rarely on the basis of systematic, written Service Level Agreements (SLAs). Due to increasing cost pressures and the resulting need for greater efficiency and quality in healthcare, the topic of SLAs is becoming increasingly important. With respect to the non-medical support services in hospitals, it must be clarified how services are to be defined, fully recorded and registered in a way that is measurable.
The aim is to define a common denominator for minimal requirements for all hospitals and to find the mode in which special definitions can be modularly adapted. Goal

• Development of an SLA Good Practice approach
• Elimination of duplications through more transparency
• Optimization of processes
• Correct mapping of costs per service

Currently, an effective SLA Good Practice approach is being developed on the basis of a typical Case Study.