基于平衡计分卡的公立医院业务科室绩效管理指标体系构建研究——以上海市某二级公立医院为例

Construction of Performance Management Indicator System for Business Departments in Public General Hospitals Based on the Balanced Scorecard-Taking Level Ⅱ Public General Hospital in Shanghai as a Case Study

目的:探索建立公立医院业务科室绩效管理指标体系,在提高业务科室活力和保持公益性的同时,进一步提高科室效益,改善医院运行状况。方法:以上海市嘉定区中医医院业务类科室为评价对象,以平衡计分卡原理初步设立指标框架,以两轮会议形式的Delphi法对各级指标权重进行赋值。结果:赋权结果显示,病房类和门诊类科室一级指标权重以内部流程为最高,分别为28、27,二级指标以费用控制为最高,分别为13、14,三级指标权重以患者满意度为最高,均为7。结论:我国公立医院绩效管理体系反映出以患者为重的理念,且学习与成长可构建医院未来竞争力。此外,结果反映我国仍存在公立医院定位不清晰的问题。

Objective To explore the establishment of the index system of performance management for business departments of public general hospital, which is designed to further improve department efficiency, improve the health of the hospital, while improving the vitality of the business department maintaining the public good. Methods This paper chose Business departments of Jiading Hospital of T. C. M in Shanghai, as the evaluated ; then,it established a preliminary framework of indicators following the principle of BSC, and assigned weight to every index with the Delphi method in the form of two-round meetings. Results For ward and outpatient department, it assigned the highest weight to internal processes in first-level indicators, respectively, 28 and 27;assigned the highest weight to cost control in second-level, respectively, 13 and 14;assigned the highest weight to patient satisfaction, were 7. Conclusion This system reflects that public hospitals should focus on patients. Meanwhile, learning and growth can help hospitals with competitiveness. However,the results also reflect that the development orientation of public hospitals is not clear.