運用平衡計分卡改善醫院附設護理之家營運績效之個案研究

The Preliminary Study of Applying Balanced Scorecard in Evaluating Hospital-Based Nursing Home Performance

林富美(Fu-Mei Lin) ； 盧美秀(Meei-Show Lu) ； 楊銘欽(Ming-Chin Yang) ； 邱文達(Wen-Ta Chiu)

《醫務管理期刊》 6卷3期 (2005/09) Pp. 327-346

https://doi.org/10.6174/JHM2005.6(3).327

摘要

As the population is aging rapidly, quality, cost-effectiveness, and customer satisfaction should be the goals that long-term care institutions strive for. Balanced scorecard is a strategic management tool to transform strategies into practice, to effectively implement strategies so as to meet organization's missions. The study was designed to be an interventional study, applying balanced scorecard in hospital nursing home, to establish strategic objectives and performance indicators, improve the performance of nursing home, and compare the differences of each performance indicator after implementing balanced scorecard. The sample is selected by convenient sampling. The study subjects were selected from some hospital nursing home in Taipei, consisting of employees, residents and their relatives. Study instruments include employee satisfaction questionnaire, customer satisfaction questionnaire for nursing home, nursing technique audit statistics, quality monitoring statistics, and monthly services reports. Data collection was done from January to October in 2004. We used descriptive statistics, pair-t test, independent-t test, and nonparametric Wilcoxon test for data analysis.
The results of this study are as follow: 1.Learning and growth perspective: (1)Employees' satisfaction was improved, and the difference is statistically significant (p＜.05). The highest score is on ”harmonious interaction with residents and their relatives” whereas the lowest score is on ”current workload”. (2)The personnel turnover rate decreased from 57.1% in 2004 to 32.1% in 2003. (3)The nursing care techniques accuracy improved, and the difference is statistically significant (p＜.05). 2.Internal process perspective: (1)Nosocomial infection rate, pressure sore point prevalence, and the rate of unexpected transfers/discharges to acute inpatient care all experienced a slight increase. The reason may be due to the delay of recruiting new members after certain staff members quit their job. (2)The rate of missed billing of medical supplies was decreased. 3.Customer perspective: the satisfaction score of residents' relatives for the nursing home was improved, and the difference is statistically significant (p＜.05). 4.Financial perspective: the cost per bed per month was decreased.

關鍵字

平衡計分卡 ； 護理之家 ； 營運績效

並列摘要

As the population is aging rapidly, quality, cost-effectiveness, and customer satisfaction should be the goals that long-term care institutions strive for. Balanced scorecard is a strategic management tool to transform strategies into practice, to effectively implement strategies so as to meet organization's missions. The study was designed to be an interventional study, applying balanced scorecard in hospital nursing home, to establish strategic objectives and performance indicators, improve the performance of nursing home, and compare the differences of each performance indicator after implementing balanced scorecard. The sample is selected by convenient sampling. The study subjects were selected from some hospital nursing home in Taipei, consisting of employees, residents and their relatives. Study instruments include employee satisfaction questionnaire, customer satisfaction questionnaire for nursing home, nursing technique audit statistics, quality monitoring statistics, and monthly services reports. Data collection was done from January to October in 2004. We used descriptive statistics, pair-t test, independent-t test, and nonparametric Wilcoxon test for data analysis.
The results of this study are as follow: 1.Learning and growth perspective: (1)Employees' satisfaction was improved, and the difference is statistically significant (p＜.05). The highest score is on ”harmonious interaction with residents and their relatives” whereas the lowest score is on ”current workload”. (2)The personnel turnover rate decreased from 57.1% in 2004 to 32.1% in 2003. (3)The nursing care techniques accuracy improved, and the difference is statistically significant (p＜.05). 2.Internal process perspective: (1)Nosocomial infection rate, pressure sore point prevalence, and the rate of unexpected transfers/discharges to acute inpatient care all experienced a slight increase. The reason may be due to the delay of recruiting new members after certain staff members quit their job. (2)The rate of missed billing of medical supplies was decreased. 3.Customer perspective: the satisfaction score of residents' relatives for the nursing home was improved, and the difference is statistically significant (p＜.05). 4.Financial perspective: the cost per bed per month was decreased.

並列關鍵字

Balanced Scorecard ； Nursing Home ； Performance

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