The study on the Evaluation Index of the Performance on the Balanced Scorecard for Long-term

• Main Authors: YU HSIN TING, 余昕庭
• Other Authors: WU CHENG SHAN MUNG
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/60343433824137806304

碩士 === 美和科技大學 === 健康照護研究所 === 101 === The purpose of this study was to study the elements of the Balanced Scorecard dimensions relative weight and importance of order of the managers, executives, professionals and front-line staff in the nursing homes and long-term care facility. The study adopts the analytic hierarchy process for the study sample, Kaohsiung, Pingtung and Taitung County nursing homes and long-term care facility managers, executives, professionals and front-line staff. The details of the research results of statistical analysis are as follows: 1. Data were mostly collected from the professional female participants aged from forty to fifty years old. Their educational background were mostly college graduate. The working experience of the participants was mostly under five years long. The working environment of the participants were mostly in the long-term care institutions. 2.The importance of the regional financial instituions, hierarchical strategic objectives of each level would be as follows: A. The first level mainly focused on the financial perspective, customer perspective and learning and growth perspective. B. The second layer which is about the financial perspective mainly focused on the financial sources of the institutions. The one which is about the customer perspective mainly focused on institutional quality maintenance and customer oriented demand. The one which is about the internal process perspective mainly focused on equipment of facilities and the service quality of the organizations. The one which is about learning and growth perspective mainly focused on the personnel’s’ professional competence. C. The third level which is about the financial source mainly focused on the monthly financial statement at the end of each month and a well-developed financial report, the regular equipment maintenance of the facilities, budget control and the implementation of the government sector. The one which is about the customer perspective focused on the professional knowledgeɡe of the workers of the facilities under the maintanance of the quality policy, satisfaction of the facilities quality, the attitude of the workers to the patients and their relatives,whether the facilities offer the patients certain group leisure activities. The one which is about the customer-demand-oriented policy mainly focused on the satisfaction of the patients and their family, the spirit of teamwork between collegues,and the confidentiality that workers hold for the patients. The one which is about the policy of the inner procedure of equipment maintainance focused on the fire management system and the disaster response operations.The one which is about the policy of the quality of the facilities mainly focused on the processes of the emergency incident handling within the facilities,the establishment of the evaluation system for the workers, and the involvement of the patients and family on the welfare related issues. The one about the personnel loading policy mainly focused on the personnel’s loading in the facilities. The one which is about the learning and self improvement and the personnel’s professional ability policy mainly focused on the familiality of the professional skills of the personnel of the facilities, and the regular workshops for increasing the personnel’s professional ablility. The one which is about the policy of facilities’ personnel’s training mainly focused on professional personnel’s training project planned by facilities, the ability for innovational proposal of the personnels in the facilities, the establishment of the personnel’s competence evaluation system, and personnel’s vocational training offered by the facilities. What the study suggests are listed as followed: 1. In the financial perspective,it is better to establish information-oriented financial system management, strategic-alliance management model, and multi-production management for the facilities. 2. In the customer oriented perspective, it is better to increase the dimentions of the staff’s expertise, to establish facility’s quality improvement project, to offer the differentiate services for indivudual patient. 3. In the inner working sequence perspective, it is better to establish the standardized work flow and corresponding responsibilities, to offer the training to improve the sensitivity of the staff’s response, to integrate the evaluation system and the reward system. 4. In the learning and growth perspective, it is better to construct a systematic personnel promotion system, to actively apply for the relevant personnel training courses, and to construct computer based system for staffs to use.