績效管理一向是各組織最為重視的議題之一,就醫療單位而言,不僅重視財務指標,更聚焦於以全面性的觀點,探究各類績效指標。因此,本研究之目的是以「投入-流程-產出」模式建構醫療院所績效管理指標,經由文獻分析與德菲法初步建構出3個層面、13個評估項目與141個評估指標。以19任職於醫院之資深人員作為Delphi專家成員。Delphi專家成員的主要任務是針對評估指標之重要程度根據其專業做出評判。經過兩次德菲問卷回收與分析後,篩選出136個指標,其中投入面有4個評估項目(人力資源為、人力配置、設備與環境、病歷部門)包含33個指標;流程面6個評估項目(門診、急診、住院、麻醉、醫師與護理人員診療過程之專業性為、病人配合度)包含69個指標;產出面3個評估項目(病人診療後之結果、診療效率、病人滿意度為)包含34個指標。並求得評估項目以及指標的重要程度,進而建構出適合於醫療院所之績效指標。使本研究模式能協助醫院管理人員有系統的改善醫療品質、績效和制定決策之參考。
Performance Management is an important topic in any organization, especially in hospital. The hospital does not only consider about financial indicator as an important indicator, but comprehensive indicators also have become important indicators in performance management. The main purpose of this study is to establish the performance measurement indicators of medical industry based on the Input-Process-Output model. We use the Delphi method to determine the critical indicators in the performance evaluation model. First, we use literature review and experts interview to develop 3 dimensions, 13 evaluation items and 141 indicators. Furthermore, 19 experts were interviewed to help determining the critical performance management indicators for hospital. The result of Delphi method consists of 3 dimensions: Input dimension includes 4 evaluation items (Human Resources, Staffing, Equipment and Environment and Medical records department) with 33 indicators. Process dimension includes 6 evaluation items (Outpatient, Emergency Medical Service, Inpatient, Anesthesiology Department, profession of medical treatment and Patient Coordination) with 69 indicators. Output dimension includes 3 evaluation items (medical diagnosis, medical efficiency and Patient’s satisfaction) with 34 indicators. After two turns of response, come out to the important level of performance management evaluation items and indicators. The model can help the reference of performance management for hospital management personnel to improve medical performance and make strategic decision.