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MBA毕业论文_SX医院康复治疗师绩效考核优化研究DOC

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摘要 中国医患关系紧张,尤其是儿童康复科室医患冲突明显,残疾儿童康复具有长期性、 缓慢性特点,儿童康复不同于医疗,医疗不同于企业,故不能照搬企业绩效考核方法。 因此本文选择研究康复治疗师绩效考核。作者先阅读国内外文献为本研究做理论基础, 再通过问卷调查法总结问题,分析问题成因,最后借鉴其他医院绩效考核的经验,综合 采用目标管理法、关键指标法、平衡计分卡法、全方位考核法、德尔菲专家咨询函法, 从客户、财务、学习成长、反馈维度进行绩效考核优化设计。以期达到提高治疗师工作 积极性,提供患者满意度之目标。 本研究以 SX 医院儿童康复中心康复治疗师为研究对象,顺应新医改趋势,调查治 疗师绩效考核现状,患儿家长投诉现象不断,治疗师常常加班,劳动强度较大,精神压 力较大,而工资相对较低,陆续有治疗师离职。通过调查问卷方法总结出治疗师考核所 存在的问题,绩效考核个人计划目标不明确,与组织目标脱节;不知晓绩效考核的目的 及意义;绩效考核结果反馈不到位,应用不充分,申诉困难;绩效考核指标和权重设计 不科学;治疗师队伍稳定性不足;患者满意度差。再进一步分析其成因,科室及医院对 于绩效考核知识的培训较少;治疗师及部分管理者对于绩效考核缺乏正确的认识;绩效 考核反馈机制不完善,申诉流程不完善;绩效考核方案缺乏科学设计;缺乏人才;治疗 师和患儿家长的沟通交流不到位。最后从客户、财务、流程、学习维度进行优化设计。 本文研究认为治疗师绩效考核优化势在必行。一是,治疗师绩效考核优化有利于提 高治疗师工作积极性,减少离职。二是有利于提高患儿家长满意度。三是有利于提高管 理效能,促进医院发展。 关键词,康复 治疗 绩效 优化 研究类型,应用研究II Abstract The doctor-patient relationship in China is tense, especially the doctor-patient conflict in the children's rehabilitation department is obvious. The rehabilitation of disabled children has the characteristics of long-term and slow. The rehabilitation of children is different from that of medical treatment and medical treatment is different from that of enterprises. Therefore, this paper chooses to study the performance appraisal of rehabilitation therapists. The author read the literature at home and abroad to do theoretical basis for this study, through questionnaire investigation summarizes problems, analyze causes, finally based on the experience of the other hospital performance evaluation, comprehensive target management, a key indicator method is used, the balanced scorecard method, comprehensive evaluation method and Delphi expert consultation letter, from the customer, financial growth, learning, feedback dimension optimization design is performance appraisal. In order to achieve the goal of enhancing the work enthusiasm of therapists and providing patients with satisfaction. This study takes the rehabilitation therapists in the children's rehabilitation center of the hospital as the research object, complies with the trend of the new medical reform, and investigates the current situation of the performance evaluation of therapists: the parents of children patients complain constantly, the therapists often work overtime, the labor intensity is high, the mental pressure is high, and the salary is relatively low, and some therapists have left their jobs. The problems in the evaluation of therapists were summarized by means of questionnaire: the personal plan goal of performance evaluation was not clear, which was out of line with the organization goal; Not knowing the purpose and significance of performance appraisal; Performance appraisal result feedback is not in place, the application is not sufficient, the appeal is difficult; Unscientific design of performance appraisal index and weight; Insufficient stability of the therapist team; Poor patient satisfaction. Further analysis of its causes: departments and hospitals for performance assessment knowledge of the training is less; Therapists and some managers lack a correct understanding of performance appraisal; The feedback mechanism of performance appraisal is not perfect and the appeal process is not perfect. The performance appraisal scheme lacks scientific design; Lack of talent; The communication between the therapist and the parents of the child is not good enough. Finally, optimize the design from the dimensions of customer, finance, process and learning. This paper argues that it is imperative to optimize the performance appraisal of therapists.III First, the optimization of therapists' performance appraisal is conducive to the improvement of therapists' work enthusiasm and the reduction of dimission. Second, it is conducive to improve the satisfaction of parents. Third, it is beneficial to improve management efficiency and promote hospital development. Key words: rehabilitation treatment performance optimization Research type: applied researchIV 目录目录 摘要...................................................................................................................................I ABSTRACT.......................................................................................................................II 目录目录................................................................................................................................IV 第一章 导论.......................................................................................................................1 1.1 研究背景与意义.......................................................................................................1 1.1.1 研究背景............................................................................................................1 1.1.2 研究意义............................................................................................................6 1.2 研究思路与方法.......................................................................................................7 1.2.1 研究思路............................................................................................................7 1.2.2 研究方法............................................................................................................7 1.3 研究主要内容与框架结构.......................................................................................8 1.3.1 研究主要内容....................................................................................................8 1.3.2 论文的框架结构..............................................................................................10 1.4 本文贡献.................................................................................................................11 第二章 理论基础.............................................................................................................12 2.1 相关概念界定.........................................................................................................12 2.1.1 绩效的概念......................................................................................................12 2.1.2 绩效考核概念..................................................................................................12 2.2 绩效考核相关理论.................................................................................................13 2.2.1 绩效考核与绩效管理......................................................................................13 2.2.2 绩效考核意义及目的......................................................................................13 2.2.3 绩效考核内容..................................................................................................14 2.2.4 绩效考核方法..................................................................................................14 第三章 SX 医院康复治疗师绩效考核现状和问题及成因研究.................................. 17 3.1 SX 医院康复治疗师绩效考核现状...................................................................... 17 3.1.1SX 医院及儿童康复中心基本情况.................................................................... 17 3.1.2SX 医院儿童康复中心人力资源情况............................................................ 20V 3.1.3 SX 医院康复治疗师绩效考核情况............................................................... 24 3.2 SX 医院康复治疗师绩效考核存在的问题.......................................................... 27 3.2.1 参与调查的对象的基本情况.........................................................................27 3.2.2 统计分析问卷并总结康复治疗师考核存在问题..........................................27 3.3 SX 医院康复治疗师绩效考核问题的成因研究.................................................. 31 3.3.1 对于绩效考核缺乏正确的认识......................................................................31 3.3.2 各部门未能尽职尽责......................................................................................32 3.3.3 绩效考核方案缺乏科学设计..........................................................................32 3.3.4 激励措施不足且流程不规范..........................................................................32 3.3.5 缺乏人才..........................................................................................................33 3.3.6 和患儿家长沟通不到位及其他因素..............................................................34 第四章 SX 医院康复治疗师绩效考核方案的优化...................................................... 36 4.1 完善各部门职责.................................................................................................36 4.2 SX 医院康复治疗师考核优化原则思路及目标.................................................. 36 4.2.1SX 医院康复治疗师考核方案优化原则........................................................ 36 4.2.2 SX 医院康复治疗师考核优化思路............................................................... 38 4.2.3 SX 医院康复治疗师考核方案优化目标....................................................... 38 4.3 优化康复治疗师绩效考核的指标体系................................................................39 4.3.1 优化康复治疗师绩效考核指标......................................................................39 4.3.2 优化康复治疗师绩效考核权重......................................................................41 4.3.3 优化康复治疗师绩效考核方法...................................................................42 4.3.4 优化康复治疗师绩效考核周期及主体..........................................................44 4.4 优化康复治疗师考核结果应用及流程.................................................................46 4.4.1 优化康复治疗师考核结果应用......................................................................46 4.4.2 加强反馈..........................................................................................................47 4.2.3 有效处理申诉..................................................................................................49 4.4.4 优化康复治疗师考核流程..............................................................................51 4.5 降低康复治疗师劳动强度及工作量.....................................................................51 4.5.1 通过增加康复治疗师人数降低劳动强度......................................................51 4.5.2 通过计划生育降低人均工作量......................................................................52VI 4.5.3 有效培训实习生分担康复治疗师工作量......................................................52 4.6 优化人才梯队.........................................................................................................52 第五章 SX 医院实施康复治疗师考核方案的保障措施.............................................. 53 5.1 组织保障.................................................................................................................53 5.1.1 建立医院绩效考核领导小组..........................................................................53 5.1.2 建立医院绩效考核工作组..............................................................................53 5.2 制度保障.................................................................................................................54 5.2.1 建立监督、奖罚制度.....................................................................................54 5.2.2 统一组织和个人目标制度..............................................................................54 5.2.3 建立绩效知识培训制度..................................................................................55 5.2.4 对绩效考核方案制度化..................................................................................56 5.2.5 严格执行绩效考核方案..................................................................................56 5.2.6 建立医患沟通制度..........................................................................................57 5.2.7 建立心理辅导制度..........................................................................................57 5.3 信息网络保障.........................................................................................................57 5.4 人才保障.................................................................................................................58 5.4.1 内部培养人才.................................................................................................58 5.4.2 外部招聘人才..................................................................................................58 5.5 财务保障.................................................................................................................59 5.6 文化保障.................................................................................................................60 第六章 结论.....................................................................................................................62 6.1 研究结论.................................................................................................................62 6.2 本研究的不足和展望.............................................................................................63 6.2.1 本研究的不足..................................................................................................63 6.2.2 展望..................................................................................................................63 文献摘要...........................................................................................................................65 附 录.................................................................................................................................68 附录 1............................................................................................................................68 附录 2............................................................................................................................69 附录 3............................................................................................................................72VII 附录 4............................................................................................................................74 致谢