Pengukuran kinerja pelayanan resep bagi pasien rawat jalan di Instalasi Farmasi RSUD Lubuk Linggau dengan pendekatan Balanced Scorecard

AINY, Asmaripa, dr. Sulanto Saleh Danu, SpFK

2004 | Tesis | S2 Ilmu Kesehatan Masyarakat

Latar belakang: Instalasi farmasi RSUD Lubuklinggau tahun 2002 dan 2003 masing-masing memberikan kontribusi 2,27% dan 8,06% terhadap total pendapatan RS. Kontribusi ini belum optimal karena IFRS sebenarnya dapat memberikan kontribusi 30-40% terhadap total pendapatan RS. Pengukuran kinerja IFRS dengan konsep balanced scorecard adalah relevan. Balanced scorecard merupakan alat manajemen komprehensif untuk mengukur kinerja keuangan dan non keuangan organisasi yang ditinjau dari 4 perspektif, yakni: perspektif pembelajaran dan pertumbuhan, perspektif proses bisnis/intern, perspektif customer, dan perspektif keuangan. Metoda: Jenis penelitian adalah studi kasus bersifat deskriptif. Pengumpulan data secara retrospektif dan prospektif berupa data kualitatif dan kuantitatif. Data dikumpulkan melalui: pengamatan dokumen, pengamatan langsung, penyebaran kuesioner, dan wawancara dengan Direktur dan Kepala IFRS. Data kualitatif dianalisis isinya dan data kuantitatif dianalisis secara statistik. Hasil: Hasil penelitian memperlihatkan bahwa: 1) kinerja pada perspektif pembelajaran dan pertumbuhan: produktivitas petugas 24,44%, dan semangat kerja petugas tinggi (87,5%); 2) kinerja pada perspektif proses bisnis/intern: resep dilayani sangat cepat (5 detik) sehingga tidak ada antrian, ketersediaan obat 90,32%, dispensing time 10 menit 17 detik per lembar resep, obat dilabeli dengan benar 100%, dan pemberian informasi obat 19 detik per pasien; 3) kinerja pada perspektif customer: keterjaringan pasien 21,76%, kepuasan pasien 100% pada aspek: kualitas obat, percaya pada petugas, ketelitian petugas, dan kemudahan mencapai IFRS. Pasien tidak puas pada kondisi ruang tunggu (26,39%); 4) kinerja pada perspektif keuangan tahun 2003: terjadi penumpukan persediaan obat dan alat kesehatan dan nilai penjualan obat dan alat kesehatan lebih rendah dari nilai pembeliannya. Kesimpulan: Balanced scorecard dapat digunakan untuk mengukur kinerja di IFRS Lubuklinggau

Background: Department of Pharmacy of Lubuklinggau District Hospital, in years 2002 and 2003 respectively gave the contribution 2,27% and 8,06% to total earnings of hospital. These contributions were not yet optimal because pharmacy could give the contribution 30-40% to total earnings of hospital. Performance measurement of pharmacy with balanced scorecard is relevant. Balanced scorecard is the comprehensive management appliance to measure the financial and non financial performance of organization from 4 perspectives, namely: learning and growth perspective, internal business process perspective, customer perspective, and financial perspective. Method: This research type was descriptive case study. Data collecting retrospectively and prospectively in the form of qualitative and quantitative. Data were collected through: document observation, direct observation, spreading questionaires, and interview with the Hospital Director and Leader of Pharmacy Department. Qualitative data was analysed by its contents and quantitative data was analysed statistically. Results: The research result showed: 1) performance at learning dan growth perspective: the workers productivity 24,44% and job spirit of workers was high (87,5%); 2) performance at internal business process perspective: recipe was served quickly (5 seconds) and queeing not happened, availibility of drugs 90,32%, dispensing time 10 minutes 17 seconds for a recipe sheet, truly drugs labeling 100%, and drugs information was during 19 seconds for a patient; 3) performance at customer perspective: level of patient coming 21,76%, patient satisfaction 100% at aspects: drugs quality, trust in the workers, assure with the workers’ correctness, and amenity of reaching the pharmacy location. Patients weren’t satisfying at condition of pharmacy’s waiting room (26,39%); 4) performance at financial perspective in year 2003 showed that there was over investment and the drugs selling lower than drugs purchasing. Conclusion: Balanced scorecard was applicable for performance measurement of Pharmacy Department of Lubuklinggau District Hospital.

Kata Kunci : Manajemen Rumah Sakit,Kinerja Layanan Resep,Instalasi Farmasi