El Ajroudi Ouafae, Amrani Rim
Maternal, infant and mental health research laboratory. Faculty of medicine and pharmacy Oujda-University of Mohammed Premier Oujda, Morocco.
Tunis Med. 2023 Dec 5;101(12):917-924.
improving performance is a major challenge for hospitals. Measuring it is an arduous task for managers, requiring the implementation of innovative management tools. Nevertheless, it is clear that performance in the Oujda University Hospital neonatology department is intuitively assessed according to a more medical logic that focuses on patient recovery, ignoring other dimensions. The deficit is noted in the use of performance measurement and analysis tools.
To design a balanced, multidimensional scorecard specific to the SN-CHU department and to make it available to managers to help them steer their performance and make decisions.
an intervention research based on a constructivist approach was carried out in the field through 12 interviews with CHU managers. The analysis of the care circuit and process was carried out by means of 37 interviews with carers, supplemented by 30 observations. A series of meetings has enabled to elaborate and validate a set of service performance indicators.
The study revealed that a balanced, multi-dimensional dashboard model has been designed to be available to managers in the UHC-ND. It includes 29 clear, realistic, adapted, accurate, accessible, simple and ergonomic performance indicators. It reflects four measurement dimensions related to organisational development, internal processes, customers and finance. The tool is applicable according to a logic of causality between its axes and allows a descriptive and comparative interpretation of its results. The measures in the model converge mainly towards the satisfaction of patient needs.
the construction of such a model has been a real success, because of the determination of decision-makers. However, its translation could be confronted with a low level of commitment from operational staff. Which would require the vigilant passage through a preparation for implementation, taking into account the "player".
提高绩效对医院来说是一项重大挑战。对管理者而言，衡量绩效是一项艰巨的任务，需要采用创新的管理工具。然而，很明显，乌季达大学医院新生儿科的绩效是根据更侧重于患者康复的医学逻辑直观评估的，而忽略了其他维度。在绩效衡量和分析工具的使用方面存在不足。
设计一个适用于该大学医院科室的平衡、多维度记分卡，并将其提供给管理者，以帮助他们指导绩效并做出决策。
通过对该大学医院管理者进行12次访谈，在实地开展了一项基于建构主义方法的干预研究。通过对护理人员进行37次访谈，并辅以30次观察，对护理流程进行了分析。一系列会议促成了一套服务绩效指标的制定和验证。
研究表明，已设计出一个平衡的、多维度的仪表盘模型，供该大学医院新生儿科的管理者使用。它包括29个清晰、现实、适用、准确、易获取、简单且符合人体工程学的绩效指标。它反映了与组织发展、内部流程、客户和财务相关的四个衡量维度。该工具根据其各轴之间的因果逻辑适用，并允许对其结果进行描述性和比较性解释。模型中的各项措施主要趋向于满足患者需求。
由于决策者的决心，构建这样一个模型取得了实实在在的成功。然而，其转化可能会面临一线工作人员参与度较低的情况。这将需要在实施准备过程中谨慎推进，同时考虑到“参与者”。
