ارزیابی عملکرد بخش اورژانس بیمارستان: رویکردی یکپارچه مبتنی بر مهندسی تاب‌آوری و مدیریت ناب

نوع مقاله : مقاله پژوهشی

نویسندگان

1 کارشناسی ارشد، دانشگاه علم و صنعت ایران.

2 مربی، دانشگاه ایوان‌کی.

3 کارشناسی ارشد، دانشگاه تهران.

چکیده

بخش اورژانس یکی از شلوغ‌ترین بخش‌های یک بیمارستان است و بهبود عملکرد این بخش تأثیر بسیاری در بهبود کیفیت ارائه خدمات بیمارستان دارد. اخیراً پژوهشگران به­‌دلیل تمرکز مهندسی تاب‌آوری و مدیریت ناب بر کارایی سیستم‌ها توجه بسیار زیادی به این دو دیدگاه در کنار یکدیگر داشته‌اند. هدف این پژوهش، ارائه رویکردی یکپارچه برای ارزیابی عملکرد مبتنی بر شاخص‌های مهندسی تاب‌آوری و مدیریت ناب با هدف ارتقای رضایت شغلی و کاهش هزینه‌های درمانی در واحد اورژانس یک بیمارستان خصوصی است. به این منظور، ابتدا با شناسایی شاخص‌های مؤثر، مدل مفهومی مسئله طراحی شد؛ سپس داده‌های موردنیاز با استفاده از پرسشنامه‌ای استاندارد جمع‌آوری شدند. در گام بعدی، با استفاده از الگوریتم مبتنی بر تحلیل پوششی داده‌ها و با حضور تمام شاخص‌ها، مقادیر کارایی محاسبه شد؛ همچنین مقادیر کارایی پس از حذف هر یک از عوامل مجدداً محاسبه شد. نتایج نشان می‌دهد که شاخص‌های تعهد مهندسی در گروه تاب‌آوری و بهبود عملیاتی در گروه مدیریت ناب، بیشترین تأثیر را دارند؛ بنابراین با تمرکز بر این شاخص‌ها می‌توان بهبود زیادی در سطح رضایت کارکنان و درنتیجه عملکرد سازمان ایجاد کرد.

کلیدواژه‌ها

موضوعات

عنوان مقاله [English]

Performance Evaluation of the Hospital's Emergency Department: An Integrated Approach based on Resilience Engineering and Lean Management

نویسندگان [English]

  • Mehrdad Sarani 1
  • Mehdi Bastan 2
  • Behnaz Salimi 3
1 M.Sc., Iran University of Science and Technology.
2 Instructor, University of Eyvanekey.
3 M.Sc., University of Tehran.
چکیده [English]

The emergency department is one of the crowded wards of a hospital, so improving the performance of this ward has a significant impact on improving the quality of hospital services. Recently, researchers have paid more attention to resilience engineering (RE) and lean management approaches, because of their focus on performance improvement. The aim of this study is to present an integrated performance evaluation model for evaluation performance of the emergency wards of a private hospital, based on simultaneous applying resilience engineering and lean management. For this purpose, first by identifying the effective factors, a conceptual model of the problem was designed. Then the required data were collected using a standard questionnaire. In the next step, using the algorithm based on data envelopment analysis (DEA) and with the presence of all indicators, performance values were calculated. Also, the performance values were recalculated after removing each of the factors. The results show that the indicators of engineering commitment in the group of RE and operational improvement in the group of lean management; have the most impact; Therefore, by focusing on these factors, significant improvements can be made in the level of staff satisfaction and as a result, the performance of the organization.

کلیدواژه‌ها [English]

  • Performance Evaluation
  • Resilience Engineering
  • Lean Management
  • Emergency Department
  • Data Envelopment Analysis

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