醫院績效衡量之研究－以花蓮某區域醫院為例

The Study of Performance Measurement of Hospital: An Empirical Study of a Regional Hospital in Hualien

王美慧(Mei-Huey Wang) ； 陳瑞龍(Jui-Lung Chen) ； 林憬(Jing Lin) ； 江克儉(Ke-Chien Chiang)

《顧客滿意學刊》 1卷2期 (2005/09) Pp. 107-130

https://doi.org/10.30066/JCS.200509.0004

摘要

隨著台灣經濟不斷的蓬勃發展，國民教育水準持續的提昇，國人對於健康的重視以及醫療的需求與日俱增，再加上近幾年來消費者權利意識的覺醒，使得醫療機構間的競爭趨於白熱化。因此，如何藉由「經營績效」的衡量來達成降低成本提高效益之目標，是目前醫療機構高階管理者最關心的議題之一。本研究將以個案醫院的四年統計資料（民國八十七年至九十年），針對目前可以衡量及數量化的項目加以探討，以作為醫療機構提昇經營績效的重要參考。本研究有以下幾點發現：(1)歸納國內外專家學者之研究結果，本研究提出以醫療成效、生產力績效、及財務績效三大構面來衡量醫療的經營績效。(2)醫療成效、生產力績效、及財務績效三項之間均具有顯著相關性。(3)個案醫院在改善醫療成效與提高生產力之後，醫療收入與業務成本都有上升的趨勢。由於醫療成效及生產力績效與醫療收入的相關性高於與業務成本的相關性，因此，改善醫療成效與提高生產力可為醫療機構及病患間創造雙贏的局面。

關鍵字

醫療成效 ； 生產力 ； 財務績效

並列摘要

As Taiwan's economy and the educational level of its people have advanced, people have begun to pay more attention to health problems and medical care issues. Also, consumers have become more assertive of their rights in recent years. Competition between health care organizations has therefore become intense. How to measure operational performance to achieve the goal of reducing cost and increasing benefits is one of the issues of greatest concern to managers. This study used four years (1998 to 2001) of statistical data from a regional hospital in Hualien, as indices that could be measured and quantified, to provide objective suggestions for health care organizations as to how they might improve their performance. The results of this study were： 1. In line with previous research, this study examined the operational performance of the hospital using health care service quality indices, productivity indices, and financial indices; 2. Between the health care service quality indices, productivity indices, and financial indices there were significant correlations; 3. As health care organizations improve their health care service quality and productivity, revenue and costs may both increase. Managers should therefore evaluate the results of improving health care service quality and productivity to make health care organizations more effective and efficient and improve conditions for patients.

並列關鍵字

Service Quality ； Productivity ； Financial Performance

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