應用平衡計分卡於某區域教學醫院戒菸團隊之績效管理

Performance Improvement of Smoking Cessation Team of Regional Teaching Hospital with a Balanced Scorecard

吸菸個案不靠藥物或他人幫助其戒菸成功的機率不高，估計僅有3-5％，而使用戒菸藥物輔以衛教則有助於提高戒菸成功率至24％。目前影響戒菸成功率的可能原因包括病人回診日期不明確、醫師初診開藥週數長、教育訓練課程單調、作業流程不明確等。為改善目前團隊之戒菸服務品質及績效，本研究應用平衡計分卡於某一區域教學醫院戒菸團隊，實施期間為2017年1月1日至12月31日。透過團隊會議共同訂定推動策略、目標及衡量指標。經過一年改善後，發現病人三個月的戒菸成功率從23.47％提升到41.67％；除了提升醫療收入外，並獲得無菸醫院品質績優獎項。顯示平衡計分卡之施行有助於提升人員的專業之能力且提高病人戒菸成功率，更有助於醫院財務績效的提升。

Research suggests that smokers are not likely to successfully quit smoking without the intervention of drugs or human support, and the success rate of smoking cessation is estimated to be only 3-5%. By contrast, a combination of medications used for smoking cessation and health education can help increase the success rate to 24%. At present, the potential causes that may reduce the success rate of smoking cessation include the unidentified date of the patient's return visit, lengthy first prescriptions, monotony in the education and training course, and lack of clarity in the operation process. To improve the quality and performance of the concerned team's smoking cessation service, this study applied a balanced scorecard to a smoking cessation team in a regional teaching hospital from January 1, 2017, to December 31, 2017. Strategies, goals, and metrics were developed and promoted through team meetings. After 1 year of improvement, the patient's success rate of smoking cessation increased from 23.47% to 41.67% for 3 months. In addition to a higher medical income, the hospital received the Smoke-free Hospital Quality Excellence Award. These findings demonstrate that the balanced scorecard helps to improve professionalism of the staff and the success rate of smoking cessation among patients, which may further enhance the financial performance of the hospital.