طراحی مدل تعالی عملکرد پایدار بیمارستانها بااستفاده از روش گراندد تئوری و دلفی فازی
محورهای موضوعی : -مدیریت خدمات بهداشتی و درمانیزهرا جعفری ندوشن 1 , سید حبیب اله میرغفوری 2 , سید حیدر میرفخرالدینی 3 , علی مروتی 4
1 - دانشجوی دکتری، گروه مدیریت صنعتی، دانشکده اقتصاد، مدیریت و حسابداری، دانشگاه یزد، ایران
2 - دانشیار، گروه مدیریت صنعتی، دانشکده اقتصاد، مدیریت و حسابداری، دانشگاه یزد، ایران
3 - استاد، گروه مدیریت صنعتی، دانشکده اقتصاد، مدیریت و حسابداری، دانشگاه یزد، ایران
4 - استاد، گروه مدیریت صنعتی، دانشکده اقتصاد، مدیریت و حسابداری، دانشگاه یزد، ایران
کلید واژه: تعالی, عملکرد, پایدار, بیمارستان, مدل.,
چکیده مقاله :
مقدمه: با توجه به اهمیت حوزه خدمات و افزایش سهم آن در اقتصاد جهانی، مطالعه در زمینه تعالی عملکرد پایدار خدمات بسیار مهم تلقی میشود. از طرفی حوزه بهداشتودرمان یکی از بزرگترین حوزهها در بخش خدمات است که عملکرد پایدار در آن از اهمیت ویژهای برخوردار است. هدف این مطالعه شناسایی مفاهیم موثر در تعالی عملکرد پایدار بیمارستان و سپس طراحی مدل تعالی عملکرد پایدار در بیمارستان می باشد.
روش پژوهش: این پژوهش از نظر هدف کاربردی و توسعهای است. در این مطالعه ضمن مصاحبه عمیق با خبرگان بیمارستانی و با استفاده از تئوری دادهبنیاد، مفاهیم موثر بر تعالی عملکرد پایدار بیمارستان شناسایی شد. محورهای اصلی با استفاده از روش دلفی فازی شکل گرفت. سپس با انجام کدگذاری انتخابی، مدل تعالی عملکرد پایدار بیمارستان طراحی گردید.
یافتهها: در این پژوهش120 مفهوم مؤثر بر تعالی عملکرد پایدار بیمارستان شناسایی و در قالب 24 محور اصلی قرار گرفت. سپس مدل تعالی عملکرد پایدار بیمارستان در 6 معیار توانمندساز و 1 معیار دستاورد طراحی گردید. معیارهای راهبری، استراتژی، نگرش و تفکرات، فناوری اطلاعات و مدیریت دانش، تمرکز بر ذینفعان و مدیریت فرایندها، توانمندسازهای این مدل را شکل میدهند.
بحث و نتیجهگیری: با تمرکز برروی توانمندسازهای مدل تعالی عملکرد پایدار بیمارستان و مدیریت آنها میتوان به نتایج پایدار در حوزه دستاوردهای زیستمحیطی، اجتماعی،کارکنان، مشتریان و نتایج کلیدی عملکرد دست یافت.
Introduction: Considering the importance of the service sector and its increasing share in the global economy, studying the field of excellence in the sustainable performance of services is considered very important. On the other hand, the healthcare field is one of the largest fields in the service sector, where sustainable performance is of particular importance. The purpose of this study is to identify the effective concepts in the excellence of the sustainable performance of the hospital and then to design the model of the excellence of the sustainable performance in the hospital.
Research method: This research is applied and developmental in terms of purpose. In this study, along with in-depth interviews with hospital experts and using database theory, effective concepts on the excellence of the hospital's sustainable performance were identified. The main axes were formed using the fuzzy Delphi method. Then, by doing selective coding, the sustainable performance excellence model of the hospital was designed.
Findings: In this research, 120 effective concepts on the excellence of the hospital's sustainable performance were identified and placed in the form of 24 main axes. Then, the excellence model of the hospital's sustainable performance was designed in 6 enabling criteria and 1 achievement criterion. Leadership criteria, strategy, attitude and thoughts, information technology and knowledge management, focus on stakeholders and process management form the enablers of this model.
Discussion: By focusing on the enablers of the hospital's sustainable performance excellence model and their management, sustainable results can be achieved in the field of environmental, social, employee, customer and key performance results.
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