ANALISIS PENGUKURAN KINERJA RUMAH SAKIT DENGAN PENERAPAN METODE BALANCED SCORECARD (Studi Kasus Pada RSUD “Kanjuruhan” Kepanjen Kabupaten Malang)

Abstract

The purpose of this research is to measure performance  RSUD “Kanjuruhan” Kepanjen Kabupaten Malang  by using the concept  Balanced Scorecards referring to four perspective  which  are, customers  perspective, financial perspective, internal business process perspective, and also growth and learning  perspective.  The research used descriptive method by using secondary data among years of 2010 – 2012 and primary data to measure employees and patients satisfaction The results showed that the performance of RSUD "Kanjuruhan" Malang Kepanjen measured using Balanced Scorecard overall can be concluded to be "adequate”. The results can be seen in every perspective, which perspective of the customer on  the customer  satisfaction  indicator  shows “satisfied”result with  the amount of 13560, the indicator of customer retention shows fluctuative result from year 2010 increased by 44 % to 49 % in 2011, while in 2012 decreased to 45 %, on customer acquisition indicators also showed fluctuative result that declined from 56 % in 2010 to 51 % in 2011, while the year 2012 increased to 55%. In financial perspective for the economic ratio showed “fairly economical”  result, efficiency ratio  in 2010  showed “efficient” result, but  in 2011 and 2012 showed that the result are “not efficient”, while the ratio of the effectiveness in RSUD "Kanjuruhan" Kepanjen Malang was able  to be “effective”,  it  is evidenced  from the achievement of revenue budget has been made. In internal business process perspective (BOR, TOI, BTO, ALOS, GDR, NDR) as a whole was rated "adequate". In the learning and growth perspective on employee satisfaction indicator shows the results for 8461, which  means  employees  feel  “rather satisfied”, on employee retention indicator show “adequate” results, while the productivity of the employees showed “poor” result. This is evidenced by the increasing percentage of employee absences are reflected in employee productivity indicators.

Keywords: Measuring Performance, Hospital, Balanced Scorecard.