Construction and evaluation of the performance management system for pharmacy practice based on the balanced scorecard
- VernacularTitle:基于平衡计分卡的药学服务绩效管理体系构建与评价
- Author:
Xia LUO
1
;
Yuyan LUO
1
;
Lifen XU
1
;
Ye LI
1
;
Haiyan MAI
1
Author Information
1. Dept. of Pharmacy，the Third Affiliated Hospital of Sun Yat-sen University，Guangzhou，510630，China
- Publication Type:Journal Article
- Keywords:
balanced scorecard;
pharmacy practice;
performance management;
evaluation system;
Delphi method;
analytic hierarchy process
- From:
China Pharmacy
2026;37(11):1473-1477
- CountryChina
- Language:Chinese
-
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.
