Study On The Performance Evaluation Index System For The First-line Departments Of One Tertiary General Hospital In Chongqing

Accompaning with the wave of the reform to our Medical and Health System, hospital performance evaluation has been an important role in the hospital management and operations, and also has played an important role in improving service quality, enhancing service efficiency, boosting reactivity, reducing service costs and so on. It is vital for the hospital to establish a set of scientific and practical performance evaluation index system, which can evaluate a hospital's overall performance levels objectively and impartially, and promote healthy and stable development of the hospital. At present, our National Health Administration has not yet developed a unified performance evaluation index system, which is applicable to different levels and types of hospitals. Particular attention should be paid is that there was very little domestic and foreign to study systematically the hospital performance evaluation for the first-line departments, almost a blank in the research.In this study, we aimed at changing the current status of hospital, that the present Management by Objectives in effect takes completing phase mission as the main target, the work flaw inspection as the primary content, the nature indices are many, the quantity indices are insufficient, assessment was not implemented, the combination of examination results and financial allocation was not enough, the economic distribution of the first-line departments was still income-oriented. So this research implemented performance evaluation to the hospital first-line departments. This research took the Balanced Score Card (BSC) basic theory as a guide, Combined with the actual development of one tertiary general hospital in Chongqing, comprehensive used a variety of research methods to determine the performance evaluation indicators of the hospital first-line departments and their weights, such as Literature Study, Telephone Interviews, in-depth Interviews, Expert Discussion Method, Cluster Analysis Method, Delphi Method (Expert Advisory Method) and Two-dimensional Quantitative Indicators Method, then used TOPSIS Method to comprehensive evaluation of the performance situation of the series of first-line departments, so to establish a scientific, rational and practical performance evaluation index system for the first-line departments of one tertiary general hospital in Chongqing. This index system will provide a reference for self-appraisal to the first-line departments, also urge the first-line departments improving their service unceasingly and enhancing their core competitiveness. Meanwhile, this index system will provide the reference for the hospital leaders to appraise and inspect the first-line departments, so as to realize real-time grasping of the operation of the first-line departments, then we can ensure the overall goals of the hospital and the hospital's sustainable development.This research includes the following five sections:The first section, determined the indicators and indicator weights, standardized the index value, established a comprehensive evaluation model and selected the TOPSIS method to evaluate the final results, so shape index system.The second section, we have measured the collected datum with the index system twice in 2007 and 2008. Combined with the hospital's overall objective, we has revised and adjusted the index system continuously with the help of the problems what we have found from the measurement. The third section, soliciting opinions twice were been large-scale organized in the hospital four series of Internal Medicine, Surgery, Out-patient and Medical Technology Platform, the index system was been improved gradually after full discussion and communication.The fourth section, the index system has been experimented one year in the series of this hospital first-line departments, and has been continuously improved and refined.The fifth section, the one tertiary general hospital in Chongqing has established performance evaluation index system in Internal Medicine, Surgery, Out-patient and Medical Technology Platform. This index system includes internal processes, financial, customer, learning and growth 4 dimensions, and 5 first-level indicators, and 13, 14, 9, 11 second-level indicators respectively of the series of Internal Medicine, Surgery, Out-patient and Medical Technology Platform.The index system is conducive for the hospital first-line departments to find their shortcomings, and lessons learned for future management to meet the shortfall. At the same time, the performance evaluation of the first-line departments was a reference template, with the value of promotion.