應用平衡計分卡提升醫院管理成效

Performance Improvement in Hospital Management with Balanced Scorecard

平衡計分卡被認為是健康照護組織的有效管理工具，本文目的為分析個案醫院導入平衡計分卡3年實施經驗，作為提升醫院營運績效的參考。個案醫院執行方針為成立平衡計分卡規劃小組、確認醫院願景／使命及策略目標、組成團隊、執行追蹤及評比、獎勵制度與平衡計分卡連結。個案醫院醫療總收入成長，門診人次平均每年成長11.4%，急診人次平均每年成長3.6%，住院人日平均每年成長10.2%，並通過癌症診療品質認證、重度急救責任醫院，顧客滿意度提升。主要成功關鍵因素為領導者的支持及執行力、醫師參與、跨科室跨團隊合作、績效與獎勵及時連結和持續進行，該院實施經驗能作為其他醫院之參考。

The purpose of this article is to analysis the impact factors of hospital management with Balanced Scoredcard (BSC), one of the most effective tools in management science, according to the experience during the past 3 years. First, the hospital initiated a BSC-planning workforce and then introduced the year's goal, methodology, strategies, and organizing BSC teams. The performance of BSC teams were evaluated annually and rewarded according the results of completion. The total medical income of the hospital increased from 2014 to 2017, the average annual growth rate of outpatients was 11.4%, the average visits of emergency was 3.6%, and that of inpatients was 10.2% each year. During the same period, the hospital also completed the Accreditation Program on Cancer Care and Accreditation program for first-rate first-aid capabilities hospital. Finally, customer satisfaction increased in annual assessment. The ambitious and determinations of the hospital authorities, the willing of physicians, interdisciplinary teamwork, and the connection between performance and continuous reward can be the key issues of success. The experience can be the reference of other hospitals.