頁籤選單縮合
題 名 | 醫院門診服務績效指標之建構--以宜蘭、花蓮、臺東地區級以上醫院為例=Structuring Service Performance Indicators for OPD in Hospital |
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作 者 | 藍毓莉; 彭如玉; 徐祥明; | 書刊名 | 慈濟技術學院學報 |
卷 期 | 6 2004.09[民93.09] |
頁 次 | 頁127-148 |
分類號 | 419.39 |
關鍵詞 | 服務指標; 績效指標; 重要性; 適用性; Service indicator; Performance indicator; Importance; Applicability; |
語 文 | 中文(Chinese) |
中文摘要 | 國內醫療產業在面臨外部環境的激烈競爭與內部管理的沉重壓力下,藉由提高內部服務績效來增進醫院的競爭力,為當前各醫療院所重視的議題。在國內外的醫院管理經驗中,發展指標來協助醫院監測各業務執行之優劣,不僅可以幫助醫務管理者提供及時資訊,有效掌握管理方針,也能作為改善的利器並符合時勢所趨。因此,醫院服務績效指標的建立在於協助醫院有效確保管理品質與提高工作績效,在發展上實為刻不容緩。 本研究之目的,在於制定醫院門診服務績效指標,分別以重要性、適用性篩選適當的指標,探討及分析各業務服務指標的評量方式,並針對其實際執行的業務狀況與採行的公式作進一步的分析。經由訪談數家醫院主管,蒐集各醫院的門診服務績效資料,並利用德菲法的方式,對十六位醫務管理實務專家及學者進行問卷信效度的檢測,研擬建構出醫院門診服務績效指標。研究對象為經衛生署九十年度醫院評鑑合格之台灣東半部地區級以上醫院(含宜蘭、花蓮、台東),有意願參與合作之醫療院所,共計21家。共發出200份問卷,有效問卷為103份(扣除無效問卷71份),回收率為51.5%。依重要性以及適用性之評估與監測,篩選出適用於醫療院所之服務績效指標。 |
英文摘要 | Facing the heavy pressure of the outside fierce competition and inner management, one of the important issues for the domestic hospitals is to enhance the competition force by promoting service performance. From the experience of domestic and foreign hospitals, we know that developing indicators to facilitate the monitoring of processes can not only provide timely information for the managers but also improve the performance. So, it is urgent to develop service performance indicators to help the hospitals to effectively assure management quality and promote performance. The purpose of this research is to establish the service performance indicators of the OPD. This research will select the appropriate indicators by their importance and applicability. Besides, it will study and analyze the evaluation method of each performance indicator and the condition of their practice and formula. Through interviewing with supervisors in several hospitals, collecting the OPD service performance data, and using the method of Delphi on 16 hospital management practice experts and scholars to test the reliability and validity of questionnaire, this research constructs the OPD service performance indicators. The research aims at the regional hospitals in eastern Taiwan (including Yilan, Hualien, and Taidong) which was evaluated by the Department of Health as qualified in 2001. Among these hospitals, 21 participate in this research. The researchers send out 200 questionnaires, 103 of them are valid,(after deducting 71 invalid ones), the valid response rate is 51.5%. According to the evaluation and monitoring of the importance and applicability, this research selects the service performance indicators which are applicable to the medical institutions. |
本系統中英文摘要資訊取自各篇刊載內容。