Construction and evaluation of the performance management system for pharmacy practice based on the balanced scorecard

LUO Xia; LUO Yuyan; XU Lifen; LI Ye; MAI Haiyan

doi:10.6039/j.issn.1001-0408.2026.11.16

您当前的位置：

首页 >

文章列表页 >

Construction and evaluation of the performance management system for pharmacy practice based on the balanced scorecard

更新时间：2026-06-10

- Construction and evaluation of the performance management system for pharmacy practice based on the balanced scorecard
- ZHONGGUO YAOFANG Vol. 37, Issue 11, Pages: 1473-1477(2026)
- 作者机构：
  
  中山大学附属第三医院药学部，广州　510630
- 作者简介：
- 基金信息：
- DOI：10.6039/j.issn.1001-0408.2026.11.16
  CLC： R95
- Received：24 October 2025，
  
  Revised：2026-05-15，
  
  Accepted：15 May 2026，
  
  Published：15 June 2026
- 稿件说明：
移动端阅览
罗霞,罗宇燕,徐丽芬,等.基于平衡计分卡的药学服务绩效管理体系构建与评价 [J].中国药房,2026,37(11):1473-1477.

LUO Xia,LUO Yuyan,XU Lifen,et al.Construction and evaluation of the performance management system for pharmacy practice based on the balanced scorecard[J].ZHONGGUO YAOFANG,2026,37(11):1473-1477.
罗霞,罗宇燕,徐丽芬,等.基于平衡计分卡的药学服务绩效管理体系构建与评价 [J].中国药房,2026,37(11):1473-1477. DOI： 10.6039/j.issn.1001-0408.2026.11.16.

LUO Xia,LUO Yuyan,XU Lifen,et al.Construction and evaluation of the performance management system for pharmacy practice based on the balanced scorecard[J].ZHONGGUO YAOFANG,2026,37(11):1473-1477. DOI： 10.6039/j.issn.1001-0408.2026.11.16.

摘要

目的

构建科学、系统的多维度药学服务绩效管理体系，提升公立医院药学服务绩效管理效益与质量。

方法

基于平衡计分卡理论，从财务、客户、内部流程、学习与成长4个维度整理参考指标，运用德尔菲法筛选指标，采用层次分析法确定指标权重，构建药学服务绩效管理体系。基于该体系制定行动计划并实施，以客户评价和药学服务成效变化两个维度进行成效评价。

结果

梳理得到参考指标28个，最终形成包括4个一级指标、9个二级指标、20个三级指标的药学服务绩效管理体系。与行动计划实施前相比，实施后临床科室满意度显著提升，11个药学服务绩效管理指标得到改善。

结论

成功构建科学系统的药学服务绩效管理，可为医院药学服务管理创新和药学服务高质量发展提供参考。

Abstract

OBJECTIVE

To establish a scientific， systematic， multi-dimensional performance management system for pharmacy practice， so as to improve the efficiency and quality of pharmacy practice performance management in public hospitals.

METHODS

Based on the four dimensions of the balanced scorecard theory， finance， customer， internal process， learning and growth， reference indicators for pharmacy practice performance management were summarized. The Delphi method was used to screen indicators， and the analytic hierarchy process was applied to determine the weights of indicators. A pharmacy practice performance management system was then constructed. Based on this system， action plans were formulated and implemented. The effectiveness was evaluated from two aspects： customer reviews and changes in pharmacy practice outcomes.

RESULTS

A total of 28 reference indicators were summarized， and a performance management system for pharmacy practice was constructed， consisting of 4 primary indicators， 9 secondary indicators， and 20 tertiary indicators. Compared with action plans implementation before， the satisfaction of clinical departments was significantly improved， and 11 pharmacy practice performance management indicators were optimized after implementation.

CONCLUSIONS

A scientific and systematic performance management system for pharmacy practice has been successfully established， which can provide a reference for the innovation of hospital pharmacy practice management and the high quality development of pharmacy practice.

关键词

Keywords

references

江蒙喜 . 药学服务工作在医院运营管理绩效体系中的价值研究 [J ] . 卫生经济研究， 2022 ， 39 （ 7 ）： 46 - 48，52 .

国家卫生健康委，国家中医药局 . 关于加强公立医院运营管理的指导意见 [EB/OL ] .[ 2026-03-21 ] . https：//www.gov.cn/zhengce/zhengceku/2020-12/26/content_5573493.htm https://www.gov.cn/zhengce/zhengceku/2020-12/26/content_5573493.htm .

孟烨，徐洪良，许银银 . 以服务对象为考核目标的药剂科绩效管理 [J ] . 中医药管理杂志， 2018 ， 26 （ 23 ）： 218 - 219 .

费杨华，闫雪梅，吴丽容 . 新形势下地市级医院药剂科绩效管理实践与体会 [J ] . 环渤海经济瞭望， 2021 （ 8 ）： 108 - 110 .

费雯，张慧，耿洲，等 . 基于“KSF+KPI”方法共创住院药房绩效管理体系 [J ] . 中国现代应用药学， 2024 ， 41 （ 11 ）： 1549 - 1556 .

国务院办公厅 . 关于加强三级公立医院绩效考核工作的意见 [EB/OL ] . [ 2025-10-24 ] . https：//www.gov.cn/zhengce/content/2019-01/30/content_5362266.htm https://www.gov.cn/zhengce/content/2019-01/30/content_5362266.htm .

魏晓颖 . 基于平衡计分卡的三级公立医院绩效考核管理 [J ] . 产业与科技论坛， 2024 ， 23 （ 15 ）： 213 - 215 .

ALIPOUR F ， JAMSHIDIZADEH S ， BASTANI P ， et al . The balanced scorecard as a strategic management tool in hospital pharmacies：an experimental study [J ] . J Health Organ Manag ， 2022 ， 36 （ 6 ）： 767 - 780 .

AMER F ， HAMMOUD S ， KHATATBEH H ， et al . The deployment of balanced scorecard in health care organizations：is it beneficial? A systematic review [J ] . BMC Health Serv Res ， 2022 ， 22 （ 1 ）： 65 .

王晓兰，潘杰，代晶，等 . 新形势下三级公立医院药学部绩效管理体系的构建 [J ] . 中国药房， 2024 ， 35 （ 2 ）： 129 - 133 .

孙一凡 . 基于平衡计分卡的P公立医院绩效评价体系构建 [D ] . 银川：宁夏大学， 2022 .

雷丹婧 . 基于平衡计分卡的S公立医院绩效管理体系设计 [D ] . 武汉：华中科技大学， 2022 .

刁瑞刚，闫春燕，邹少华，等 . 基于Delphi+AHP+FCE的公立医院智慧药房绩效考核指标体系的构建及评价 [J ] . 中国医院药学杂志， 2025 ， 45 （ 18 ）： 2155 - 2161 .

杨琪，徐丽芬，罗宇燕 . 品管圈活动降低医院药占比效果分析 [J ] . 中国药业， 2025 ， 34 （ 3 ）： 6 - 9 .

周丹青，刘正强，王萍，等 . 基于平衡计分卡的公立医院临床专科中心化建设评价模型构建 [J ] . 中国医院， 2025 ， 29 （ 1 ）： 46 - 49 .

李欣欣 . 以公益性为导向的公立医院绩效评价指标体系的构建 [J ] . 中国总会计师， 2017 （ 1 ）： 118 - 119 .

Views

下载量

CSCD

Alert me when the article has been cited

提交

Tools

Publicity Resources

Construction and application of clinical inapplicability evaluation system for instructions of oral Chinese patent medicines containing toxic decoction pieces

Construction and application of the standardized management index system for traditional Chinese medicine reserved in the department of medical institutions

Construction of a full-cycle management model for T2DM patients led by clinical pharmacists

层次分析法在省增补基本药物评价指标体系中的应用

上海市社区卫生服务中心国家基本药物制度实施效果的评价指标体系构建

Related Author

TANG He

TANG Longlong

JU Xiaoyu

TANG Youquan

WANG Zhihua

CHENG Jie

TANG He

TANG Longlong

Related Institution

Dept. of Pharmacy， Hebei Provincial Hospital of TCM

Dept. of Equipment， Hebei Provincial Hospital of TCM

Dept. of Critical Care Medicine， Xingtai General Hospital of North China Healthcare Group

Dept. of Pharmacy， Maternal and Child Health Hospital of Inner Mongolia Autonomous Region

Dept. of Pharmacy， Hebei Province Hospital of TCM

⁰