In this paper, we present a Business Analytics (BA) framework, which addresses the challenge of analysing primary care outcomes for both patients and clinicians from multiple data sources in an accurate manner. A review of the process monitoring literature has been conducted in the context of healthcare management and decision making and its findings have informed the formulation of a BA conceptual framework for process monitoring and decision support in primary care. Furthermore, a real case study is conducted to demonstrate the application of the BA framework to implement a BA dashboard tool within one of the largest primary care providers in England. Findings: The main contributions of the presented work are the development of a conceptual BA framework and a BA dashboard tool to support management and decision making in primary care. This was evaluated through a case study of the implementation of the BA dashboard tool in London's largest primary care provider. This BA tool provides real-time information to enable simpler decision-making processes and to inform business transformation in a number of areas. The resulting increased efficiency has led to significant cost savings and improved delivery of patient care.
Keywords: business intelligence; healthcare management; primary care.