医院绩效考核体系建立人力资源管理专业

　 I 摘要 自改革开放以来，我国医疗卫生体制跟随着经济体制改革的进程也在不断发生着变化，政府开始逐渐减少对公立医院的直接投入。公立医院缺少了政府的支持，只能依靠自身来维持医院的运营与发展，导致了公立医院片面引入企业的管理经营理念，许多公立医院开始实施绩效考核，由于认识的不全面不深刻，虽然也取得了一定的成效，但存在着考核指标设置时以经济利益为导向、考核结果基本用来奖金分配、考核前后期工作缺失等种种问题，使得绩效考核开始沦为医院追逐经济利益的工具。

　为了改善普遍存在的这一现象，本文以公立三甲医院JQ医院为例，具体分析了其在绩效考核方面的问题，并着手设计新的绩效考核体系。应在JQ医院建立怎样的绩效考核体系才能真正发挥出绩效考核的作用是文章研究的核心。开篇介绍了写作背景和写作意义，并对国内外医院绩效考核的研究现状进行了梳理，又对医院绩效考核的相关概念进行了界定，并介绍了本文所使用的平衡计分卡法。在对其考核现状和存在的考核不全面不系统、考核缺乏反馈环节等问题进行介绍之后，重新设计JQ医院绩效考核体系，通过专家咨询法和层次分析法结合平衡计分卡理论与医院实际情况重新选定绩效考核指标并确定其权重。指标选定后，通过确定考核指标考核标准、规划考核流程和应用考核结果等方面，最终确定了JQ医院绩效考核体系。并补充了考核实施中的保障工作，完善了JQ医院绩效考核工作内容。

　本文通过构建一套科学、贴合实际的JQ医院绩效考核体系，有助于提高医院在医疗市场中的竞争能力、实现医院持续繁荣的战略目标，并且帮助公立医院更加迅速更加优质地实施绩效考核体系改革，并希望本文的研究能够为公立医院建立完整的绩效考核体系提供一个有意义的案例。

　关键词：医院绩效考核，平衡计分卡，指标体系

　 II Abstract Since the reform and open up, our country’s Medical and Health system also subsequently changed with the process of economic system reform, the government gradually reduces the direct investment in public hospitals. Due to the lack of the support of government, the public hospitals have to rely on themselves to maintain the operation and development, this leads to public hospitals unilateral introduce the concept of enterprise management and operation. Lots of public hospitals implement the performance evaluation, because the understanding is not comprehensive and profound, the public hospitals although acquire effects in some extent, still exists many problems, such as when set up the performance evaluation index, usually led by economic profits, the consequences of evaluation basically used to bonus distribution, the loss in job before and after evaluation. Eventually, the performance evaluation becomes the means of hospitals to pursue the economic profits. In order to improve the phenomenon generally existed in hospitals, this article uses three-level JQ hospital as example, specifically analyze the problems in performance evaluation and start to design new performance evaluation system, the core of this study is to establish which sort of performance evaluation system so that the function of the system can be genuinely exert. This article introduces the writing background and significance, and analyzes the current situation in both here and abroad hospitals. And refine the relevant concepts about hospital performance evaluation, and introduce the balanced card method applied in this article. After clarifying the appraise present situation and the problems such as appraise is not comprehensive and systemic, and lack the link of feedback, this article redesign JQ hospital performance evaluation system, combine the expert consultation method, analytic hierarchy process and balanced score card theory, in the meanwhile, according to the condition of hospitals to select the performance evaluation index and confirm the proportion. After selecting the index, through the following aspects including ensure the evaluation indexand standard, plan evluation procedure and apply evaluation result, eventulcy confirm JQ hospital performance evaluation system. And replenish the ensure job during the implementation of appraise, consummate JQ hospital performance job. The article through establishing a set of scientific and practical hospital performance evaluation system, this enhances the competitive power of JQ hospital, realize the target of

　沈阳工业大学硕士学位论文 III

　long-term development of hospital, and help the public hospital reform the system of performance evaluation rapidly, and hope the study of this article can offer a meaningful case about establishing complete performance evaluation system.

　Key Words: Hospital performance evaluation, Balanced score card, Indicator system

　 IV 目录 摘要 ........................................................................................................................................... I

　Abstract ................................................................................................................................... II

　第 1 章 绪论 ............................................................................................................................ 1

　1.1 研究背景和意义 ......................................................................................................... 1

　1.1.1 研究背景............................................................................................................. 1

　1.1.2 研究意义 ............................................................................................................ 1

　1.2 国内外研究现状综述 ................................................................................................. 2

　1.2.1 国外研究现状 .................................................................................................... 2

　1.2.2 国内研究现状 .................................................................................................... 4

　1.2.3 文献评述 ............................................................................................................ 6

　1.3 研究方法与内容 ......................................................................................................... 6

　1.4 创新点 ......................................................................................................................... 8

　第 2 章 平衡计分卡下医院绩效考核相关理论分析 ............................................................ 9

　2.1 医院绩效考核相关概念 ............................................................................................. 9

　2.1.1 绩效的基本涵义 ................................................................................................ 9

　2.1.2 绩效考核的内涵与作用 .................................................................................... 9

　2.1.3 绩效考核的方法 .............................................................................................. 10

　2.1.4 医院绩效考核的内涵 ...................................................................................... 10

　2.2 平衡计分卡的架构及原理 ....................................................................................... 11

　2.2.1 平衡计分卡的核心思想 .................................................................................. 11

　2.2.2 平衡计分卡四个维度及其相互关系 .............................................................. 11

　2.2.3 平衡计分卡与关键绩效指标间的关系 .......................................................... 13

　2.3 平衡计分卡与医院绩效考核的适用性分析 ........................................................... 14

　2.3.1 多方面衡量医院绩效水平 .............................................................................. 14

　2.3.2 整合医院工作提升运行效率 .......................................................................... 14

　2.3.3 通过平衡计分卡建立医院动力传导机制 ...................................................... 14

　2.3.4 有效满足对不同岗位人员绩效考核的要求 .................................................. 15

　第 3 章 JQ 医院绩效考核现状及问题分析 ......................................................................... 16

　沈阳工业大学硕士学位论文

　V

　3.1 JQ 医院概况 .............................................................................................................. 16

　3.2 JQ 医院绩效考核现状 .............................................................................................. 20

　3.2.1 被考核对象及考核对象 ................................................................................... 20

　3.2.2 考核内容 ........................................................................................................... 20

　3.2.3 考核实施过程 ................................................................................................... 27

　3.3 JQ 医院绩效考核存在的问题分析 .......................................................................... 27

　3.3.1 没有建立符合院情且全面的考核体系 ........................................................... 27

　3.3.2 对考核工作缺乏理解和认同 ........................................................................... 27

　3.3.3 考核过程中缺乏反馈环节 ............................................................................... 28

　3.3.4 考核结果应用不善 ........................................................................................... 28

　第 4 章 JQ 医院绩效考核体系优化设计 ............................................................................. 30

　4.1 JQ 医院绩效考核优化目的 ...................................................................................... 30

　4.2 JQ 医院绩效考核优化设计的原则 .......................................................................... 30

　4.3 以平衡计分卡为基础 JQ 医院绩效考核指标体系构成 ......................................... 31

　4.3.1 考核和被考核对象 ........................................................................................... 31

　4.3.2 选取各对象各维度绩效考核指标 ................................................................... 32

　4.3.3 确定各个考核指标权重 ................................................................................... 37

　4.3.4 构成 JQ 医院绩效考核指标体系 ..................................................................... 41

　4.4 基于平衡计分卡 JQ 医院绩效考核体系设计 ......................................................... 42

　4.4.1 考核指标的考核标准 ....................................................................................... 42

　4.4.2 绩效考核周期与流程 ....................................................................................... 46

　4.4.3 绩效考核反馈及申诉 ..................................................................