Study On The Performance Management Of Community Health Service Center Based On BSC

The construction of community health service center is an important part of China’s new health-care reform.With the geographical convenience,and the high quality medical resources that Grade-A Tertiary Hospitals provide,community health service center is a vital process of hierarchical medical system.Providing basic public health services and basic medical services are two major functions of the current community health service center in China.Our country’s policy has always focused on the development of primay health care since 1997,when the first time that national documents about basic public health services were issued.In August 2016,China’s first health conference in the new century was held in Beijing.General Secretary Xi Jinping proposed at the meeting that "we must adhere to the correct working guideline for health and health,focus on the grassroots,and use reform and innovation as the driving force.The emphasis is on prevention,Chinese and Western medicine are equally important,health is integrated into all policies,and people are jointly built and shared." It emphasized the importance of primary health care in health and health work.In October 2016,the CPC Central Committee and the State Council issued the "Healthy China 2030" Outline,which proposes to strengthen public health services that cover the entire nation in order to promote fairness and justice in society.Although China has made remarkable efforts and achievements in the construction of community health service since 1997,the performance of hierarchical medical system is not ideal and the problem of "Expensive and hard to see a doctor" is still exists.This is mainly because the service quality that community health service centers provide can not satisfy the customers and reach the standard,which prevent community health service centers to meet their goals.As provider of health-care service,the quality and quantity of human resources in community health service centers influence the quality of service directly.As many researches shows,there are many problems in the performance management of community health service center,such as indicator setting is unreasonable,organization management is incomplete,incentive mechanism is insufficient,lack of execution,policies and regulations are incomplete,the responsibility and authority of the person in charge are not clear and so on.As a result,low job satisfaction and high occupational burnout are widespread,and incentive policies for primary health-care professionals do not reward high-quality health-care service,which makes workers in community health service centers consider the wage is low,employee benefits is bad and generated turnover intention.To sum up,in order to improve the service quality of community health service centers,the performance management of community health service centers need to be improved urgently,and it’s meaningful to study and set up a scientific performance management system of community health service center.Otherwise,bad performance management system lead to low job satisfaction and high occupational burnout,then reduce service efficiency and keep high-quality workers away,which can influence the quality of community health service.This study’s object is S community health service center,which has got the title of National Quality Service Demonstration Community Health Service Center.Although its service quality has recognized by our government and foreign health-care organizations,our research found several defects in its performance management system,which may prevent its development.A reasonable and improved performance management system is good for S community health service center to recruit high-quality workers,keep high-quality workers stay and inspire them to maximize their value,so it’s imperative for S community health service center to build a scientific performance management system.Since S community health service center has a certain personnel base and has a culture of pursuing innovation and pursuing excellence,apply the theory of balanced scorecard into its performance management system is valuable and practicable.This article reviewed the research situation of performance management of community health service centers at home and abroad,and analyzed the advantages and practicability of the use of balanced scorecard in community health service center.Then,point out the strategic targets through SWOT analysis.After analysis the situation of S community health service center from strengths,weaknesses,opportunities and threats,the strategic is determined as follows:firstly,S community health service center should seize the opportunities for development,give full play to their own advantages,and vigorously develop the center’s characteristic services on the basis of doing basic public health services;secondly,they must face threats and make up for the disadvantages of inadequate manpower and capital.After the strategic targets are cleared,we designed a performance management system based on the theory of balanced scorecard according the target pointed out previously,and determined the index weights using Delphi method and analytic hierarchy process.Finally,make some suggestions about how to carry out the new performance management system successfully.This article is based on the actual situation of S community health service center,and applies the theory of balanced scorecard in it’s performance management creatively,which result in a performance management system can help S community health service center to realize the strategic target.This action can improves S community health service center’s performance management,and can help S community health service center to attract outstanding talents,prevent loss of talented people,standardize the behavior of talented people,further improve service quality,enhance employee and residents’ satisfaction,and provide a solid foundation for the sustainable and healthy development of community health service centers.In addition,in view of the limited application of the Balanced Scorecard to the performance management of community health service centers in China,this study also provide reference for construction of performance management system of other community health service centers.However,the construction of a performance management system is not accomplished overnight.Initially,it need to be implemented as planned,including organizing necessary training activities,keeping a smooth communication and executing powerfully.Besides,it is vital to constantly improve the system based on the assessment results and changes in internal and external environments so as to achieve an ideal performance management effect.