平衡計分卡運用在醫院營運績效之設計-以Y市婦幼保健醫院為例

A Balanced Scorecard Design in Hospital Performance Evaluation- A Practical Study of the Maternal and Child Health Hospital in Y City

房淮苓(Huai-Ling Fang房淮苓)

指導教授 ： 蔡雅芳

中山醫學大學/健康管理學院/醫療產業科技管理學系碩士班/碩士(2018年)

摘要

平衡計分卡為績效管理手段，為創新型的工具。作用在於分解戰略目標，從四個構面對目標措施，包括財務、企業內流程、企業創新、客戶，並這些融入到考核中。這種方法和其他的績效方法比較，更具有優勢，而且能讓組織效率提升。目前，平衡計分卡已運用到很多領域和企業、事業單位中，並取得了一定的成績。
本研究以大陸Y市婦幼保健醫院為研究對象，說明平衡計分卡在該醫院的推廣過程與成效。經由文獻回顧及收集相關資料，對Y市婦幼保健醫院營運績效當前情況進行分析，找到Y市婦幼保健醫院問題所在。在平衡計分卡執行三個月後，對其進行成效評估，並提出改善建議。以EXCL針對Y市婦幼保健醫院的量化資料進行分析，包括了患者的滿意程度、病床周轉率、藥品收入占比、培訓率等等，並根據分析結果提出符合Y市婦幼保健醫院實際情況的考核指標。

關鍵字

醫院 ； 績效考核 ； 平衡計分卡 ； 績效管理

並列摘要

The balanced scorecard is an advanced performance management tool. It can decompose the strategic target step by step into four different dimensions, which are financial dimension, customer dimension, internal process dimension, learning and growth dimension .Describing the target from these four dimensions. Then designing the indexes for performance appraisal according to the description. This research compared with other methods of performance management, the balanced scorecard has significant advantages. It can improve management efficiency and make the benign and sustainable development of a company come true.
Now, the balanced scorecard has been widely used in various enterprises, institutions and organizations, which obtained good results. In 1997, the balanced scorecard had been used in the health care industry firstly. As the medical system reform in our country deepening and the continuous development of economy and society, the hospitals need to find more scientific and reasonable management mode.
This article use the Maternal and child health hospital of Y city as an example to study the application of the balanced scorecard performance evaluation in a hospital. Through collecting data and documents to know the hospital performance evaluation status, then find the problems and analysis them. Use statistical tools as SPSS an Excel to make descriptive statistics of data on the basis of the experience in performance evaluation at home and abroad. After that, designing a reasonable evaluation index system for this hospital, which contended the , patient satisfaction,turnover rate of hospital beds, pharmaceuticals income than revenues,training coverage rate and so on. After the performance evaluating runs for a period of time, analyzing and evaluating the specific circumstances before give suggestions.
This performance evaluation index system can be used in most public hospitals in our country. It can provide a scientific basis for the administrative department of public health in guiding performance evaluation and setting up the index system in hospitals.

並列關鍵字

Hospital Performance ； Balanced Scorecard ； Performance Management

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