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论文编号：	5142
作者编号：	2220101010
上传时间：	2013/5/30 10:40:03
中文题目：	基于平衡计分卡的公立医院患者满意度研究--以某军队医院为例
英文题目：	The Research Of The Degree of Satisfaction Of Patients Served By Public Healthy Institution Based On The Balanced Score Card:A Case Study On A Military Hospital
指导老师：	王迎军
中文关键字：	平衡计分卡
英文关键字：	Balanced Score Card
中文摘要：	目前，在我国实行社会主义市场经济以后，伴随医疗服务市场的逐步开放，医疗机构正面临着日趋激烈的市场竞争。从各方面提高医院服务质量，已是提高同行业竞争力的务实作法。常言道：病人是医生的衣食父母。病人是医院的最主要顾客。经验表明，谁能拥有顾客，谁能获得顾客满意，谁就能争得市场，谁就能生存与发展。我国医疗系统的改革和发展远远滞后于经济增长，使得人民群众不断增长的医疗需求和医院供给不足这一矛盾更加突出。另外，国家近些年在医疗卫生上的投入很低，据统计，目前中国是用占世界4%的医疗资源为占世界22%的人员服务。所以，医院的生存和发展主要靠自身经营来实现，导致本应该提供公益性服务的广大公立医院都要追求经济效益，医患矛盾日益尖锐。在这种情况下，如何提高公立医院的绩效和服务水平、不断满足人们的医疗需要是所有医院面临的现实问题。当前，公立医院绩效考评是个大问题，操作难、不能很好反应患者需求等问题，困扰着医院管理者；医务人员医德医风不尽如意，也成了社会的焦点问题。提升顾客即病人的满意度，显得十分重要，有着现实和深远的意义。近年来，人们发现在企业绩效考评中，用平衡计分卡方法测量，能够有效地对企业实施科学管理。平衡计分卡，作为现代企业管理的基石框架，是一种战略管理工具。将其引进医疗服务管理机制，对绩效考评工作是一种很好的方法手段。公立医院的性质决定了他不能以赢利为目的，所以，平衡计分卡在公立医院管理中的构成就将发生变化。本文就是从平衡计分卡中的顾客满意度这一个侧面来研究，通过某军队医院近年来在顾客满意度评价方面所做的探索和尝试，来分析顾客满意度与财务、工作流程和学习成长等方面的相互关系和影响，以及对医院绩效考核和医患关系和谐所起到的有效推动作用。
英文摘要：	Since our country implemented socialist market economy, the medical service market has been open gradually and has been facing the fierce competition. It is a practical way for hospitals to serve better in order to enhance competition in this industry. There is a saying that a patient is everything for a medical staff, furthermore, patients are the most important customers to medical service institutions. Judged by the experience, he who has the customers and meets their demands will compete in the market, survive and develop. The reform of our country’s medical system is far more behind the economy’s growth, which highlights the contradictions and disputes between people’s increasing medical demand and shortage of medical supply from hospitals. In addition, the input on medical service industry from the government keeps low recent years. The statistical data shows that, at present, China occupies four percentage of the world’s medical service resource to serve for 22 percentage of the world’s population. Hence, the survival and development mainly depends on healthcare institution itself, which makes many public hospitals that should have provided public service to pursue profit and the contradictions and disputes between hospitals and patients are becoming more and more. Under this circumstance, how to improve the public hospital’s performance and service level and how to meet people’s healthcare need are serious problems to every hospital .So far, the evaluation to the performance of public hospital is an important issue, is hard to implement and is hard to fully reflect patients’ needs. Medical service staffs’ morality is not satisfying, which is also a social focused issue. To enhance patients’ satisfaction level is very significant, practical and profound. Recent years, people have found that for the evaluation of enterprises’ performances, it is an effective way to use balance measuring card to manage enterprise. A balance measuring card is a framework of modern enterprise management system, which is also a strategic management tool. Thus, it is a good way to introduce this medical service management mechanism to evaluate the performance.The characteristic of public hospitals determines that hospitals cannot pursue profits. As a result, the position of balance cards in the public hospital will change. This paper is a research that is from a military hospital view of customers’ satisfactions in the balance measuring card, which analyzes the internal connections and influences among customers’ satisfaction, finance, working process, learning and growing by our hospital’s attempt，discovering on customers satisfaction evaluation and playing an effective role in promoting the hospital performance appraisal and harmonious doctor-patient relationship.
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