應用平衡計分卡問卷改善醫院經營策略-以台灣某中型公立醫院分院為例

Abstract

醫院之主要功能與目的是服務病患及守護民眾健康，因此醫院須不斷提升其服務品質才能達成永續經營之目的。為提高醫院之服務品質及改善醫院的經營策略，本研究以台灣某中型公立醫院分院為個案，收集該個案醫院內部相關資料與檔案紀錄，並根據平衡計分卡理論，針對該個案醫院之願景與策略，設計適用於個案醫院之平衡計分卡問卷，以找出財務、顧客、內部流程及學習成長構面之績效衡量指標。最後利用問卷調查方式來衡量個案醫院的經營策略，以探討各績效指標目前之執行狀況。本研究在進行正式問卷調查後，利用統計方法找出各構面績效指標平均數低於3的問項，以特性要因圖分析該問項未達績效之原因並與有經驗的個案醫院人員討論後，找出該問項結果不佳的原因，並以有系統的方式來表達績效不佳與各可能原因之間的關係，以對該績效指標提出改善建議，作為改善個案醫院整體營運策略之參考。

The main functions of a hospital are serving the patients and guarding public health. Therefore, a hospital must continuously improve its service quality to achieve the goal of sustainable management. In order to do so, a hospital needs to enhance its management strategy. This study selects a Taiwanese middle-size public hospital as a case study. Balanced Scorecard (BS) theory is employed to design a Balanced Scorecard questionnaire based on the hospital’s vision and strategy to determine the useful measures for assessing the effectiveness of the hospital’s management strategy in the following four dimensions: financial, customer satisfaction, internal processes, and learning and growth. After conducting a formal survey using the BS questionnaire, the average scores are calculated for each dimension. The causes of certain measures in each dimension with poor average score are identified using Cause-and-Effect Diagram and the results are verified with the experienced hospital staffs. Improvement directions are suggested to enhance the overall operational strategy for attaining the goal of the hospital.