運用平衡計分卡改善高危險新生兒外接轉送作業之專案

A Project of Applying Balanced Scorecard to Improve the External Transfer Process for High-Risk Newborns

10.6692/KJN-2013-30-2-4

陳美雪(Mei-Hsueh Chen)；黃靜枝(Ching-Chin Huang)；黃美鳳(Mei-Feng Huang)；葉淑惠(Shu-Hui Yeh)

平衡計分卡 ； 高危險新生兒 ； 外接轉送 ； balanced scorecard ； high-risk newborn ； external transfer

高雄護理雜誌

30卷2期（2013 / 08 / 01）

41 - 52

繁體中文

本專案目的藉「平衡計分卡」之四個構面：顧客、財務、學習與成長及內部流程來改善高危險新生兒外接轉送作業、服務的滿意度、服務的人數與收入。經由現況分析發現轉介的新生兒家屬及醫療機構對轉送作業的滿意度低、候車時間過久、轉送後未向轉介醫療機構回覆病情等，進而影響外接服務品質，外接轉送的人次由2006年的164人逐年下降至2010年的121人。專案小組安排在職教育提升護理人員外接知能，建構高危險新生兒外接轉送作業監控標準。經一年的專案改善，家屬外接滿意度由79.9％提升至95％；轉介醫療機構滿意度由86.2％提升至94.8％；且外接服務月平均人次由2006－2010年之13.6人提升至本年度之16人，收入成長37.2％。顯示運用「平衡計分卡」增加服務人員的學習與成長，亦改善家屬及轉介機構等顧客的滿意度，進而增加服務人數，此專案成果可提供相關單位及人員參考，以改善高危險新生兒的外接作業。

The purpose of this project aimed to improve the external transfer process through a Balanced Scorecard containing four dimensions: the customer, finance, learning & growth, and internal process. A goal was expected that the satisfaction toward transfer service, the amount of transfer service, and the income along with the service would all be increased. The current problems of the external transfer service for high-risk newborns were: (1) families of the high-risk newborns referred to medical institutions have low level of satisfaction; (2) a lengthy time was spent for the transfer vehicle; and (3) there was a lack of medical feedback from the medical institution referred. The three problems affected the transfer service, resulting in a decrease in the number of this service from 164 in 2006 to 121 in 2010. A special committee arranged the training to provide nursing staff with improved skill levels. After implementing the one-year-long project, the satisfaction rate of the families with the external transfer service improved from 79.9% to 95% and the satisfaction rate with the medical institutions referred to increased from 86.2% to 94.8%. Furthermore, the number of transfers of the service increased from 13.6 between 2006 and 2010 per month to 16 this year, resulting in an increase of 37.2% in net income of the external transfer service.By promoting the project, the accuracy and cognition of the procedure has improved learning and growth among personnel, customer satisfaction, financial income, and the number of transfers of the service.The findings of this project can provide a helpful reference for medical organizations and personnel in order to improve the external transfer process for high-risk newborns.