Economic Sciences

Healthcare is considered one of the most critical pillars for the sustainability of life, hence the importance of focusing on all its activities. Therefore, this study aimed to improve the organizational performance of the hospital (a case study), which is a primary objective for the hospital's top management.
A dynamic expert system powered by Artificial Intelligence (AI) was used to enhance the hospital's overall performance. This was achieved by relying on key performance improvement criteria, conducting comparisons, and determining priority weights, including the frequency of occurrence and the impact of each criterion on performance improvement and patient satisfaction.
Based on this, the current study sought to improve the performance of Al-Mawani General Teaching Hospital by employing a dynamic AI-powered expert system designed using the Interpretive Structural Modeling (ISM) framework. The optimal criteria for performance improvement were identified by inputting data into the system, gathered from the opinions of nine expert professionals working at Al-Mawani General Teaching Hospital. This process determined the priority weight, level, frequency of mention by experts, and impact of each criterion on performance improvement.
The expert system demonstrated that the criterion of "service delivery accuracy," which means providing excellent service with the highest possible quality, and the "service cost" criterion, which focuses on the costs of services provided—particularly in the private ward since it is a government hospital where most services are free—took precedence over the "system acceptance" criterion. This indicates a clear direction from the expert management towards digitizing hospital workflows and procedures and transitioning from a paper-based to an electronic system, which would improve the hospital's overall organizational performance. Consequently, the study's central question was formulated: "To what extent can the application of dynamic AI-powered expert systems contribute to improving hospital performance?"
The study adopted a mixed-methods approach and a case study of Al-Mawani General Teaching Hospital. Data were collected through interviews with expert personnel at the hospital, relying on their opinions to derive results. Their responses included comparisons between the specific performance improvement criteria and the determination of priority weights and preferences.
The study reached a set of results, the most important of which is the use of the dynamic expert system to improve performance by identifying the most influential criteria necessary for performance enhancement