我院药师绩效管理体系的建立与实践
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摘要
目的:建立能够有效引导药师价值实现的绩效管理体系。方法:采用行动学习法,通过不断质疑、反思、执行,在我院建立逐级深入的药师绩效管理体系;并以门诊服务满意度、药师会诊次数为指标进行绩效管理体系实施后的效果评价。结果:我院于2013-2018年,逐步建立了团队绩效(以月末团队质控检查结果、团队负责人月度工作报告等为指标)、个人绩效(以药师业绩、工作态度和能力等为指标)、岗位胜任力(考核指标随药师岗位变化,如考核临床药师用药咨询等)3个层次的绩效管理体系。绩效管理的建立,提高了团队积极性、服务满意度,优化了人才结构,扩大了药师专业能力及影响力,改善了药师收入结构;与2013年比较,2018年门诊服务满意度由88%提升至95%;与2016年比较,2018年药师会诊次数由原来的30次增加到92次;药师可通过对临床科室提供药学服务增加收入。结论:所建立的药师绩效管理体系能有效提高药师的积极性,促进药师工作的开展。
OBJECTIVE:To establish performance management system that can effectively guide the realization of pharmacistvalue. METHODS:Using action learning method,through continuous questioning,reflection and execution to establish a step-by-step and in-depth pharmacist performance management system in our hospital. The effects of performance management system wereevaluated with outpatient service satisfaction and the times of pharmacist consultation. RESULTS:From 2013 to 2018,theperformance management system was established,involving team performance(taking the results of team quality control inspectionat the end of the month and the monthly work report of team leaders as indicators)/personal performance(taking pharmacist'sperformance,work attitude and ability as indicators)/post competency(change of assessment indicators with the position ofpharmacist,examination of clinical pharmacists drug counseling,etc) 3 levels. The establishment of performance managementimproved team enthusiasm and service satisfaction,optimized the talent structure,enlarged the professional ability and influence ofpharmacists,and improved the income structure of pharmacists. Compared with 2013,outpatient service satisfaction increased from 88% to 95% in 2018. Compared with 2016,the times of pharmacist consultation increased from 30 to 92 in 2018. Pharmacistscould increase their income by providing pharmaceutical services to clinical departments. CONCLUSIONS: The establishedpharmacist performance management system can effectively improve the enthusiasm of pharmacists and promote the work ofpharmacists.
OBJECTIVE:To establish performance management system that can effectively guide the realization of pharmacistvalue. METHODS:Using action learning method,through continuous questioning,reflection and execution to establish a step-by-step and in-depth pharmacist performance management system in our hospital. The effects of performance management system wereevaluated with outpatient service satisfaction and the times of pharmacist consultation. RESULTS:From 2013 to 2018,theperformance management system was established,involving team performance(taking the results of team quality control inspectionat the end of the month and the monthly work report of team leaders as indicators)/personal performance(taking pharmacist'sperformance,work attitude and ability as indicators)/post competency(change of assessment indicators with the position ofpharmacist,examination of clinical pharmacists drug counseling,etc) 3 levels. The establishment of performance managementimproved team enthusiasm and service satisfaction,optimized the talent structure,enlarged the professional ability and influence ofpharmacists,and improved the income structure of pharmacists. Compared with 2013,outpatient service satisfaction increased from 88% to 95% in 2018. Compared with 2016,the times of pharmacist consultation increased from 30 to 92 in 2018. Pharmacistscould increase their income by providing pharmaceutical services to clinical departments. CONCLUSIONS: The establishedpharmacist performance management system can effectively improve the enthusiasm of pharmacists and promote the work ofpharmacists.
引文
[1]国家卫生和计划生育委员会办公厅,国家中医药管理局办公室.关于加强药事管理转变药学服务模式的通知[EB/OL].(2017-07-05)[2018-06-28].http://www.nhfpc.gov cn/yzygj/s7659/201707/b44339ebef924f038003e1b7dca-492f2.shtml.
[2]雷格·瑞文斯.谁该为你的行动加油:发展行动学习[M]台北:小知堂出版社,2003:10-11.
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[6]李伟.医院医务人员绩效考核改进策略研究[D].合肥:安徽大学,2017.
[7]王明丽,吴萍,邹素兰,等.医院临床药师绩效考核指标的遴选与设计[J].中国药房,2013,24(29):2697-2699.
[8]潘常青,李晓宇,王理伟,等.医院临床药师全面质量管理体系的建立[J].中华医院管理杂志,2016,32(3):191-194.
[9]戴佩芳,叶岩荣,陈铭.医院药房绩效管理体系的建立与成效评价[J].中国临床药学杂志,2012,21(4):242-244.
[10]杨丽娟,甄健存.临床药师绩效考核体系的构建[J].中国医院药学杂志,2012,32(5):379-381.
[2]雷格·瑞文斯.谁该为你的行动加油:发展行动学习[M]台北:小知堂出版社,2003:10-11.
[3]石鑫.搞定不确定行动学习给你答案[M].北京:中华工商联合出版社,2017:21-34.
[4]SPENCER LM.Competency at work:models for superior performance[M].New York:Wiely,1993:150-161.
[5]杨卫炜.绩效管理在医院药学管理工作中的作用[J].临床合理用药杂志,2017,10(8):174-175.
[6]李伟.医院医务人员绩效考核改进策略研究[D].合肥:安徽大学,2017.
[7]王明丽,吴萍,邹素兰,等.医院临床药师绩效考核指标的遴选与设计[J].中国药房,2013,24(29):2697-2699.
[8]潘常青,李晓宇,王理伟,等.医院临床药师全面质量管理体系的建立[J].中华医院管理杂志,2016,32(3):191-194.
[9]戴佩芳,叶岩荣,陈铭.医院药房绩效管理体系的建立与成效评价[J].中国临床药学杂志,2012,21(4):242-244.
[10]杨丽娟,甄健存.临床药师绩效考核体系的构建[J].中国医院药学杂志,2012,32(5):379-381.