The Preliminary Study of Applying Balanced Scorecard Model in Evaluating Hospital Nursing Home

• Main Authors: Lin, Fu-Mei, 林富美
• Other Authors: Lu, Meei-Show
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/32855774409466640624

碩士 === 臺北醫學大學 === 護理學研究所 === 93 === As the population is aging rapidly, and the family structure and disease patterns are changing, the healthcare need has been shifted from acute care to long-term care in Taiwan. Hence, in the highly competitive environment of nursing homes, quality, cost-effectiveness, and customer satisfaction should be the goals that long-term care institutions strive for. Balanced scorecard is a strategic management tool to transform strategies into practice, which focuses on customer perspective, financial perspective, internal process perspective, and employee’s learning and growth perspective, to effectively implement strategies so as to meet organization’s missions. The purposes of this study are to establish strategic objectives and performance indicators to facilitate nursing home’s successful operation to improve the performance of nursing home. The study was designed to be an interventional study, after applying balanced scorecard to nursing home operation strategy, to compare the differences of performance before and after implementing balanced scorecard. The study sample is selected by convenient sampling. The study subjects were selected from some hospital nursing home in Taipei, consisting of employees, residents and their relatives. Data collection was done from January to October in 2004. Balanced scorecard strategy was implemented in the nursing home for this study from March to July in 2004. We used descriptive statistics, pair-t test, independent-t test, and nonparametric Wilcoxon test for data analysis to compare the differences of each performance indicator after implementing balanced scorecard. The results of this study are as the following: 1.Customer perspectives: the satisfaction score of residents’ relatives for the nursing home had improved after implementing balanced scorecard, and the difference is statistically significant (p< .05). 2.Financial perspectives: the cost per bed per month was decreased after implementing balanced scorecard. 3.Internal process perspective: (1)Nosocomial infection rate, pressure sore point prevalence, and the rate of unexpected transfers\discharges to acute inpatient care increased after implementing balanced scorecard causing lack of man power in that period. (2)The missed billing of medical supplies rate decreased after implementing balanced scorecard. 4.Learning and growth perspective: (1)Employees’ satisfaction had improved after implementing balanced scorecard, and the difference is statistically significant (p< .05). The highest score is on “harmonious interaction with residents and their relatives” whereas the lowest score is on “current workload”. (2)The personnel turnover rate decreased from 57.1% in 2004 to 32.1% in 2003. (3)The nursing care techniques accuracy improved after implementing balanced scorecard, and the difference is statistically significant (p< .05). The research results indicate that implementing balanced scorecard in nursing home will lead to performance improvement although some quality indicators slack off due to the unexpected shortage of manpower in this study. Hopefully, this study would be helpful for not only hospital nursing homes, but also other types of nursing home, long-term care institutions and healthcare organizations. Key words : Balanced Scorecard, Nursing Home.