驱动型绩效管理在公立医院“接诉即办”考核中的应用  

Application of Driven Performance Management in Public Hospitals'"Swift Response to Public Complaints"Assessment

作　　者：李翠 张秀[1] 何金哲 马洁 LI Cui;ZHANG Xiu;HE Jinzhe;MA Jie(Hospital Office,Beijing Anorectal Hospital/Beijing Er Long Lu Hospital,Beijing 100120,China)

机构地区：[1]北京市肛肠医院/北京市二龙路医院医院办公室,北京100120

出　　处：《中国卫生标准管理》2024年第9期62-65,共4页China Health Standard Management

基　　金：北京市肛肠医院科研基金项目(WG20210302)。

摘　　要：以政府热线“12345”为载体的“接诉即办”工作机制,为提升医院对患者诉求的解决力度提出了新要求。医疗机构肩负着民生“七有”中至关重要的“病有所医”职责。为系统解决“接诉即办”中的难点、痛点问题,医院探索将驱动型绩效管理理念应用到“接诉即办”管理中。通过驱动型绩效管理在“接诉即办”考核中的实践应用,建立医院内部“接诉即办”绩效考核管理体系和工作机制,对医院各部门高质高效响应患者诉求、努力提高医疗质量、优化工作流程、强化医务人员人文关怀意识以及沟通能力等方面起到促进作用,以“接诉即办”绩效管理改革驱动医院主动治理能力的提升,实现接诉即办向未诉先办转变。The working mechanism of"swift response to public complaints",which takes the government hotline"12345"as the carrier,puts forward new requirements for hospitals to improve the resolution of patients'demands.Medical institutions shoulder the vital responsibility of"medical care"among the"seven accesses"of people's livelihood.In order to systematically solve the difficulties and pain points in the on-call management,the hospital explored the application of the performance-driven management concept to the on-call management.Through the practical application of driven performance management in the assessment of"swift response to public complaints",the internal performance assessment management system and working mechanism of"swift response to public complaints"have been established in the hospital,which has played a promoting role in all departments of the hospital responding to patients'demands in a high quality and efficient manner,striving to improve medical quality,optimizing work flow,strengthening medical staff's awareness of humanistic care and communication skills.The performance management reform drives the improvement of the hospital's proactive governance ability,and realizes the transformation from immediate action to pre-action without action.

关 键 词：“接诉即办” 未诉先办 驱动型绩效管理 绩效考核管理 公立医院 医疗质量 医患服务 

分 类 号：R197[医药卫生—卫生事业管理]