摘要
目的评价卓越绩效管理模式(PEM)在医院质量体系构建中的应用效果。方法2019年03月至2020年03月本院管理部门通过对平衡积分卡的应用,围绕全面建设惠民性医院、顾客关系管理、医护工作者良好的成长环境、过程管理四个层面升级构建医院质量体系,并落实各质量指标为可操作的目标值和衡量指标,确保有效执行实施方案。结果经第三方评测,卓越绩效管理模式实施后患者投诉率同比下降了22.7%,满意度提升了4.9%,医护人员流失率下降了31.8%,医院整体服务质量提升了2.2%。结论卓越绩效管理模式的有效应用,促使管理团队的管理理念有所更新,一方面管理质量以及患者满意度获得了大幅度提升,获得了广大医护人员及患者的一致好评;另一方面,有效提升了医院工作人员效益,其工作积极性得以被充分调动,卓越绩效管理模式在医院质量体系构建中的应用初显成效,有助于推动医院的持久向好发展。
Objective To evaluate the application effect of performance excellent management mode(PEM)in the construction of hospital quality system.Methods From March 2019 to March 2020,through the application of the balanced scorecard,hospital management department comprehensively builds the hospital quality system around the four levels of building a people-friendly hospital,customer relationship management,a good growth environment for medical workers,and process management,and implements each quality index as the operable target value and measurement index to ensure the effective implementation of the implementation plan.Results According to the third-party evaluation,after the implementation of the performance excellent management mode,the complaint rate of patients decreased by 22.7%year-on-year,the satisfaction increased by 4.9%,the turnover rate of medical staff decreased by 31.8%,and the overall service quality of the hospital improved by 2.2%.Conclusion The effective application of the performance excellent management mode promotes the management concept of the management team to be updated.First,the quality of management and patients’satisfaction have been greatly improved,and it has been praised by the majority of medical staff and patients.Second,the efficiency of hospital staff has been effectively improved,and their work enthusiasm has been fully mobilized.The application of excellent performance management model in the construction of hospital quality system has achieved initial results,and it is helpful to promote the sustainable development of hospital.
作者
钟小婷
李蕾蕾
江杰荣
王力刚
ZHONG Xiao-ting;LI Lei-lei;JIANG Jie-rong;WANG Li-gang(Shenzhen Yantian District People’s Hospital,Shenzhen,Guangdong 518081)
出处
《智慧健康》
2020年第20期26-28,共3页
Smart Healthcare
关键词
卓越绩效管理模式
医院
管理质量
服务质量
满意度
投诉率
体系构建
Performance excellent management mode
Hospital
management quality
Service quality
Satisfaction
Complaint rate
System construction
