基于平衡记分卡理念推动医院药房窗口队伍建设的探讨  

Discussion on promoting the construction of hospital pharmacy window team based on the concept of balanced scorecard

作　　者：杨世春[1] 欧汝奋[1] 黄小区[1] 钟伟[1] 黄春华[1] YANG Shi-chun;OU Ru-fen;HUANG Xiao-qu;ZHONG Wei;HUANG Chun-hua(Department of Pharmacy,Central People′s Hospital of Zhanjiang,Guangdong Province,Zhanjiang 524000,China)

机构地区：[1]广东省湛江中心人民医院药剂科,广东湛江524000

出　　处：《中国当代医药》2020年第21期165-169,共5页China Modern Medicine

摘　　要：基于平衡记分卡理念,结合医院目标,从财务、流程、患者的满意度和学习成长四个维度、14个二级指标、23个三级指标出发,对医院药房窗口人员进行绩效考评,推动药房窗口队伍建设。本文针对医院药房现状进行分析,发现医院药房管理存在医患沟通效率低、不合理处罚、药剂调配差错、药品质量良莠不齐、药房制度形同虚设等问题。基于平衡记分卡理念对医院药房窗口队伍进行建设,能够有效提高药房窗口效率,提升患者的满意度,有效提高窗口队伍综合素质。Based on the concept of balanced scorecard,combined with hospital goals,from the four dimensions of finance,process,patient satisfaction and learning growth,14 second-level indicators,23 third-level indicators,performance evaluation of hospital pharmacy window staff is conducted to promote pharmacy window team construction.This article analyzes the current status of hospital pharmacies and finds that there are problems in the management of hospital pharmacies,such as low efficiency of communication between doctors and patients,unreasonable punishment,errors in drug preparation,uneven quality of drugs,and the absence of pharmacy systems.Based on the concept of balanced scorecard,the construction of the window team in the hospital pharmacy can effectively improve the efficiency of the pharmacy window,improve the satisfaction of patients,and effectively improve the overall quality of the window team.

关 键 词：绩效考评 平衡记分卡 药房窗口 队伍建设 

分 类 号：R197.32[医药卫生—卫生事业管理]