台灣醫院內商場經營模式的研究

Abstract

由於健保政策和醫院之間的競爭，近年來台灣的醫院正面臨著紅海般的競爭。為求生存，每家醫院都朝向「多角化經營」，並將醫院的一些業務予以外包。業務外包不但可以有效降低經營成本，並且可以相對地增加收益，因此增強醫院的競爭力。外包的業務也由原來的非核心業務，如清潔、洗縫、停車場、庭園維護、一般廢棄物清運、空間委外等，到核心的醫療業務，如急診室、洗腎室、呼吸照護和藥局等。 非核心業務外包的項目中，以空間委外項目裡的「醫院商場」最受矚目。一直以來，醫院的員工餐廳和小賣部都扮演著提供醫院員工、病患及病患家屬日常飲食和基本生活所需物品的角色，但是隨著時代進步和生活型態的改變，將多種業務整合而統一規劃營運和管理的醫院商場也應運而生。 本研究是根據本研究生在醫療市場超過17年的工作經驗，親身訪問目前有醫院商場的醫院管理單位和經營醫院商場的統包商，整體出醫院商場的關鍵成功因素和成功經營模式，藉此提供給醫院和統包商雙方做為未來業務委外和承包的參考。畢竟醫院商場所扮演的角色不是只有提供基本的飲食和生活需求，它同時也肩負著「醫療服務延伸」的任務，讓原來已經時時刻刻背負著壓力的醫院員工、病患和其家屬，能透過較高水平的飲食和多種類生活需求的服務，來舒緩壓力，進而達到身、心、靈的平衡。

Due to National Health Insurance ( NHI ) policy and the strong competition among hospitals, hospitals in Taiwan are suffering that and it is getting worse. In order to overcome the issues that hospitals are conducting diversification and outsourcing, especially outsourcing, it not only can effectively lower the operation cost and raise the profit, but it also can reinforce the competition advantage. For the items of outsourcing, it has shifted from non code business like cleaning, washing、parking space、garden maintenance、waste management and space management etc. to code business like emergency room, dialysis room, respiratory care and pharmacy etc. Among the items of no code business, the “ hospital market “ got more attention. In hospital, the employee restaurant and tuck shop usually provide food & beverage and basic daily necessity to employees, patients and care givers. However, with the time and living style changing, the hospital market business model has been built up that integrated varied commerce and outlets and managed by one vendor. This thesis is based on my 17 working experiences in pharmaceutical industry, by interviewing managers of the hospital or managers and founders of the vendors to analyze and work out the key successful factors and business operation model, which can be the reference for hospital and vendor if they are going to deal this business. After all, it not just provides food & beverage and basic daily necessity but also takes the responsibility as the extension of medical service, and therefore it can help to release the pressure of employees, patients, care givers and to balance the body, mind and intelligence as well.