平衡计分卡在门诊药师绩效考核中的应用

Application of Balanced Scorecard in Performance Appraisal of Outpatient Pharmacists

目的:建立门诊药师绩效考核方法,改善门诊药房的工作流程,以便调动门诊药师积极性,提高服务能力。方法:应用平衡计分卡原理构建门诊药师的量化考核体系,对2014年与2015年的门诊患者服务满意度、患者投诉和用药差错率、绩效考核Likert评分进行比较。结果:通过建立和实施绩效考核,实施包括整理、整顿、清扫、清洁、素养和安全的6S管理,患者服务满意度从2014年12月的68.50%上升到2015年12月的91.33%(P=0.002),2015年门诊发药差错率为0.081‰(15/185 581),与2014年0.334‰(58/173 640)比较有显著改善(P<0.001),门诊药房工作人员绩效考核Likert评分由2014年的66.1分上升至2015年的87.2分(P<0.001)。结论:平衡计分卡用于门诊药师的绩效考核切实可行,可以提高药师工作的积极性、主动性和工作效率,是药剂科实现科学管理的有效方法。

Objective ： To develop a method for performance apparaisal of outpatient pharmacists and improve the workflow in dispensary for outpatients, so as to mobilize the enthusiasm of outpatient pharmacists and improve the service capabilities. Methods ： The balanced scorecard principle was used for developing a quantitative evaluation system for performance of outpatient pharmacists, with which the satisfaction degree of outpatients on services,complaint rates and medication error rate as well as Likert score for performance apparisals in 2014 and 2015 were compared. Results ： Through the development and implementation of performance appraisal, including 6S（seiri,seiton, seisou, seiketsu, shitsuke and safety） management, the satisfaction degree of patients on service increased from 68.50% in Dec. 2014 to 91.33% in Dec. 2015（P = 0.002）. The medication error rate in 2015 was 0.081‰（15/185 581）, which decreased significantly as compared with that in 2014（0.334‰, 58/173 640）（P〈0.001）,The Likert score for performance appraisal of outpatient pharmacist increased from 66.1 in 2014 to 87.2 in 2015（ P〈0.001）. Conclusion ： The balanced scorecard is feasible for the performance appraisal of outpatient pharmacists, which may increase the enthusiasm, initiative and efficiency pharmacists work, and may be served as an effective way to achieve the scientific management of pharmacy.