陈李娜　王静　魏伟　南京辉

1山东省东营市利津县凤凰街道办事处，东营，257400；2华中科技大学同济医学院医药卫生管理学院，武汉，430030；3复旦大学公共卫生学院，上海，200032；4华中科技大学同济医学院附属协和医院人事处，武汉，430022

美、英、澳三国医院绩效管理的经验与启示

陈李娜1王静2魏伟3南京辉4

1山东省东营市利津县凤凰街道办事处，东营，257400；2华中科技大学同济医学院医药卫生管理学院，武汉，430030；3复旦大学公共卫生学院，上海，200032；4华中科技大学同济医学院附属协和医院人事处，武汉，430022

摘要当前，我国医疗卫生事业面临着医疗纠纷频发、人们对医疗服务质量的期望增强等挑战。这些都迫切要求医疗机构重视和改善自身绩效，提高医院的运营效果和效率。我国的医院绩效管理存在重运营指标轻患者体验、重内部考核轻外部评价、重考核过程轻质量改进等问题。而美、英、澳3国分别通过JCI评审、星级医院评审、评价和质量改进项目来评价和管理医院绩效，均取得了良好的效果。美、英、澳3国的经验启示我们，必须通过建立以医疗服务购买者为中心的绩效指标体系，建立以第三方机构为主体的绩效考核方式，建立促进医院绩效持续改进的激励机制等方式改进医院绩效。

关键词医疗质量管理；绩效指标；绩效管理

The United States, Britain, and Australia's Experience and Enlightment of Hospital Performance Management

Chen Lina et al

PhoenixSub-districtOfficeofDongyingLijinCounty,Dongying,Shandong, 257400

AbstractAt present, China's medical and health services are facing the challenges of frequent medical disputes, and people are desirable to improve the quality of medical services. These urgently requested the attention of medical institutions. Medical institutions must take actions to improve their performance, and improve their operational effectiveness and efficiency. The hospital performance management in our country has many problems， such as paying too much attention to operation index, internal assessment, and assessment process, despising patient experience，external evaluation，and quality improvement. Through the JCI assessment, Star hospital assessment and EQulP project to evaluate and manage the hospital performance, the United States, Britain and Australia have achieved good results. The experience of the United States, Britain and Australia has revealed that we must establish a performance evaluation system centering around the buyers of medical services, taking the third party organizations as the main performance evaluation body, and establish the incentive mechanism to promote the hospital performance.

Key WordsPerformance Indicators; Performance Management; the Quality of Medical Services

目前，我国医疗卫生事业在高速发展的同时也面临着众多挑战。一方面，医疗事故和医疗纠纷频发，医患关系愈发紧张；另一方面，人们对提高医疗服务质量、减轻疾病经济负担的期望不断增强，医疗卫生服务亟待与人民日益增长的健康需求相适应。……