平衡计分卡在公立医院绩效管理中的应用  

Application of Balanced Score Card in Performance Management on Public Hospitals

作　　者：杨凯[1] 雷笑瑜[1] 张勇[1] 

机构地区：[1]天津市眼科医院

出　　处：《医院管理论坛》2015年第2期8-11,共4页Hospital Management Forum

摘　　要：目的基于ISO 9000的平衡记分卡构建一个科学实用、持续改进的公立医院绩效评价的指标体系,以便能够以质量管理的方法,持续改进公立医院的绩效管理。方法以平衡计分卡理论为指导,基于ISO 9000质量认证体系,采用Delphi法和层次分析法(AHP)建立指标体系并确定指标权重,运用PDCA模型完成指标的持续改进。结果基于ISO 9000平衡计分卡构建一套科学实用、持续改进的公立医院绩效评价指标体系,该体系包括平衡计分卡的四个角度:财务角度、顾客角度、创新与学习角度、内部业务角度,以及ISO 9000质量管理模式。结论基于ISO 9000的平衡计分卡的应用使公立医院的发展战略转变为具体的目标和测评指标,质量管理有利于绩效管理的持续改进,为国内医院的绩效管理提供一个可以借鉴的应用模式。Objective Build a scientific, practical and improvable performance evaluation index system for public hospitals with balanced score card based on ISO 9000 to continue improve the performance management of public hospital by the quality management. Methods Under the guide of balanced score card theory, based on the ISO 9000 quality certification system, index system and the index weight were established by using Delphi method and analytic hierarchy process（AHP）. The index was improved continually by the PDCA model. Results A set of scientific, practical and improvable performance evaluation index system for public hospitals based on ISO 9000 was built, which included four aspects of the balanced score card： financial, customer, innovation and learning, internal business as well as the ISO 9000 quality manageraent mode. Conclusion By the use of balanced score card based 1SO 9000, the development strategy of public hospital was turned into the specific objectives and evaluation indicators. Quality management is conductive to the continuous improvement of performance management, providing a reference for performance management for hospitals in China.

关 键 词：公立医院 ISO 9000 平衡计分卡 绩效 

分 类 号：R197.3[医药卫生—卫生事业管理]