A Study of Region Hospital Managemen Performance~Use Balanced Scorecard Model

• Main Authors: Wen-Shuan Ma, 馬文萱
• Other Authors: Ching-Wen Chien
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/59673434417203186819

碩士 === 國立陽明大學 === 醫務管理研究所 === 91 === The National Health Insurance (NHI) had been impact to the healthcare environment in Taiwan，Uniformity insurance、payment system reconstruction、global budget have been implemented，to challenge the leadership of hospital director. This study case is a region public hospital in middle Taiwan，because of market peer group competition and threat in the market，the management of public hospital is more difficult ，public hospital must be change .Therefore，to review the organization in the public hospital reconstruction，analyze region positioning in its own healthcare region，find the best management strategy，is the core-object of this study. In hence of this study adopts the idea of “Balanced Scorecard ” in case study，from following indexes: financial structure、customer structure、organization study/development structure、service process structure. The structure of this study，is to discussion the hospital performance management from external customer，study the healthcare quality structure of hospital cognition and satisfaction of patient，and using hospital resource to revolution the performance of hospital. Patient satisfaction is significant to healthcare quality. In the external customer stage，there is a significant to the healthcare resources utilization，it means the hospital have core-customer. For in-patient performance，low age stage and high education means there is more middle and high level customer in the community. For outpatient satisfaction，the focus of customer is waiting time；For in-patient satisfaction，service attitude of the hospital staff、medical procedure、administration efficiency、service outcome is significant to the in-patient satisfaction. For ER patient，there is no significant. The result of this study is indicate that：the external customer is focus on 「hospital environment and facility」、「medical procedure」、「attitude of the staff」、「waiting time」；For in-patient is focus on「cleaning ward environment and facility」、「service attitude of the medical procedure」、「administration efficiency」；For ER is focus on 「medical procedure」、「attitude of the hospital staff」、「waiting time」、「wildly space」、「convenient traffic、parking 」；For the declining satisfaction factor is 「service attitude」、「wildly space」、「convenient parking」、「waiting time」. Results of this study suggest hospital performance manage strategy should: 1.Emphasize the community invention healthcare service：the core-customers of the hospital are low age stage and high education，present discentralization，the strategy could be build the hospital core-value from the community health education，to add the customer centripetal force. 2.Age classified health management：for lower and higher level of age there is stronger health resources utilization，the hospital try to find the higher utilization group，analysis patient disease and healthcare status，set up the age classified health management，editionalize the aggressive and prospective healthcare service，ex. Age classified health examination and test，to add medical appropriate interposition. 3.Continues to improve service quality：quality improvement from the customer or patient；ex. Decrease patient waiting time 、improve service to increase the OPD case. To improve the medical professional，include healthcare staff knowledge development、renew the facility、technical innovation；on the other hand，administration service procedure improvement，to reduce external customer complain and create good reputation.