ارايه‌ي الگويي براي ارزيابي عملكرد مراكز خدمات درماني با استفاده از BSC و تلفيق آن با روش FANP (مطالعه‌ي موردي: بيمارستان امام سجاد (ع) رامسر)

Submitting a Pattern for the Evaluation of Performance of Therapeutic Centers with Job by BSC and Combining it with the FANP Method (Case Study: Imam Sajjad Hospital Ramsar)

بسياري از دغدغه‌هاي حاكميت در حوزه‌ي سلامت در مراكز خدمات درماني متبلور مي‌شود و اصلاح نظام سلامت بدون پرداختن به اين مراكز و بهبود عملكرد آن‌ها مقدور نخواهد بود. از همين رو در هر كشوري «خدمات درماني» از اركان نظام سلامت محسوب مي‌شود. كارت امتيازي متوازن (BSC) يكي از مدرن‌ترين چارچوب‌هاي ارزيابي عملكرد است كه علاوه بر بعد مالي، ابعاد غير مالي را نيز در مدل ارزيابي لحاظ مي‌‌كند. رويكرد FANP يكي از مدل‌هاي رياضي براي تصميمات چندمتغيره است كه امروزه كاربردهاي فراواني در تصميم‌گيري‌هاي خرد و كلان دارد. در اين تحقيق با استفاده از رويكردي تلفيقي كارت امتياري متوازن و فرايند تحليل شبكه‌يي فازي نسبت به ارزيابي يكي از مراكز درماني (بيمارستان امام سجاد) در شهر رامسر اقدام ‌شد. نتايج تحقيق نشان مي‌دهد كه در ميان ديدگاه‌هاي كارت امتيازي متوازن در مراكز درماني، ديدگاه مشتريان از برتري نسبت به ساير ديدگاه‌ها برخوردار است. همچنين در ميان زيرمعيارها نيز ميزان رضايت‌مندي بيماران و همراهان، سود عملياتي و سهم بازار اهميت به‌سزايي در عملكرد مراكز خدمات درماني دارد.

Therapeutic centers are health systems in each country, and many of the health concerns of sovereignty find crystallization centers and health reform; it would not be possible to improve the performance of these centers without addressing these centers. Balanced Scorecard is one of the most modern frameworks of performance measurement that considers both financial and non-financial dimensions of the evaluation model. In this study, Balanced Scorecard and fuzzy analytic network process are used to evaluate therapeutic centers, e.g., Imam Sajjad hospital in Ramsar. literature was provided in the form of library research and the collection of data related to the paired comparison and the determination the index of the field and through the design and distribution of questionnaires the analyses network determine the among the three groups of the experts. Integrating comments and achieving final criteria were used in the geometric mean. After the collection of questionnaires and relevant matrix, the relevant calculations were done. The questionnaires were designed personally and discussed by testing their validity and reliability. In order to confirm the validity of this research, the initial questionnaire study, based on the factors identified in previous research, university professors’ and experts’ perspectives, was provided; the validity of the content is approved. Questionnaire was used to determine the rate of adaptation. The results show that among the balanced scorecard perspectives, customer’s perspective is superior to other approaches. Also, among the sub-criteria patients and relative satisfaction, operating benefit and market share are important in the functioning of Therapeutic centers. In this stage, on the basis of references presented by the FANP model, the solutions for increasing the quality of the performance levels of inefficient hospitals in fourth dimensions were determined, and some suggestions were proposed. Although all performance indices of the hospital need to be addressed, priorities must be determined by the respective managers.