基于BSC原则的门诊自动化药房绩效考核  

Performance appraisal of automated outpatient pharmacy based on the balanced score card principle

作　　者：陈静 张菁[1] Chen Jing;Zhang Jing(Department of Pharmacy,Sir Run Run Shaw Hospital,Medicine College of Zhejiang University,Hangzhou 310016,China)

机构地区：[1]浙江大学医学院附属邵逸夫医院药学部

出　　处：《中国医院统计》2019年第3期204-206,共3页Chinese Journal of Hospital Statistics

摘　　要：目的介绍浙江大学医学院附属邵逸夫医院门诊自动化药房绩效考核方案,为其他自动化药房开展绩效考核提供参考。方法通过汇集自动化药房需要进行绩效考核的重点、难点,然后利用平衡计分卡原则筛选出绩效考核中的关键指标,并制定具体的量化考评标准,以及设立绩效考核公式。最后从客户关系、内部流程完成度以及员工科研学习3个方面对考核方案实施前后进行比较。结果绩效考核实施前后,病人满意度由3.80分上升至4.49分,投诉次数由3次降至1次;同时药师对工作的满意度由3.79分上升至4.71分。门诊药房各项工作制度得以有效落实,科研工作也取得了长足的进步。结论平衡计分卡用于门诊自动化药房的绩效考核切实可行。实行绩效考核后,提高了药师工作的积极性主动性,提高了药师的工作效率和服务质量。Objective To provide a reference to other automated outpatient pharmacy,with the introduction of performance appraisal of Sir Run Run Shaw Hospital which is affiliated to the Medicine College of Zhejiang University.Methods The key and difficult problems to conduct the performance appraisal were collected.Then the key indicator was chosen by using the balanced score card principle and the performance evaluation formula was established.Finally,the comparison between before and after the performance appraisal was conducted on three aspects including customer relationship,internal business processes and learning&growth.Results The satisfaction degree of outpatients on services climbed from 3.80 to 4.49 points.While complaints dropped from 3 times to 1.Besides,the satisfaction degree of pharmacists ascended from 3.79 to 4.71 points.All work in outpatient pharmacy was completed effectively.And the progress in scientific research is being continuously made.Conclusion The balanced score card is feasible for establishing performance appraisal in automated outpatient pharmacy.Since then,the enthusiasm of pharmacists had been aroused,the efficiency and the quality of service has been improved through performance appraisal.

关 键 词：平衡计分卡 门诊自动化药房 绩效考核 

分 类 号：R197.323.2[医药卫生—卫生事业管理]