Pengukuran kinerja RSU Manuaba dengan konsep Balanced Scorecard
BUANA, I Gede Ngurah, Drs. John Suprihanto, MIM.,Ph.D
2007 | Tesis | S2 Ilmu Kesehatan Masyarakat (Manaj. Rumah Sakit)-Latar Belakang: Peneliti menganggap bahwa kondisi RSU Manuaba dalam keadaan decline. Akan tetapi melihat data BOR,LOS, jumlah kunjungan, dan jumlah pendapatan dari tahun 2004-2006 mengalami peningkatan. RSU Manuaba adalah rumahsakit swasta pertama di Bali dan pernah mengalami masa jaya pada awal berdirinya, seiring dengan persaingan dengan semakin banyaknya rumahsakit swasta yang lain sebenarnya jumlah pasien telah menurun drastis. Maka dari itu peneliti ingin mengetahui bagaimanakah kinerja RSU Manuaba dengan mengukurnya memakai dua perspektif dari balance scorecard. Metode: Penelitian ini menggunakan rancangan studi kasus tunggal holistik dengan unit analisis adalah rumahsakit. Pengambilan data berupa data primer dengan sampel pasien dan karyawan untuk mengukur kepuasan dan komitmen, dan data sekunder dari rekam medis, bagian keuangan dan diklat. Hasil Penelitian: Perspektif Pembelajaran dan pertumbuhan,dari responden karyawan didapatkan hanya 13 orang (41,9%) yang puas dan hanya 15 orang (48,4%) yang mempunyai komitmen bagus dari 31 orang responden. Jumlah karyawan yang mendapatkan pelatihan dan pendidikan serta jumlah jam pelatihan dari tahun 2004-2006 semakin menurun. Perspektif proses bisnis/intern didapatkan proses layanan di UGD pada pasien gawat darurat belum semua mencapai standar dalam hal kecepatan penanganannya. Dalam pengembalian status pasien ke rekam medis bagian penyakit dalam dan obgyn paling lama pengembaliannya melebihi 14 hari. Sementara data untuk air limbah didapatkan hasil COD masih melebihi standar. Perspektif pelanggan, didapatkan jumlah pasien yang puas pada pasien rawat jalan sebanyak 104 orang (52%) dan pada pasien rawat inap sebanyak 33 orang (45%). Pertumbuhan pasien baru dan pasien loyal tidak seiring dari tahun 2004-2006. Perspektif keuangan, pertumbuhan pendapatan dan pengeluaran sama-sama meningkat sehingga cost recovery masih dibawah standar hanya 103% pada tahun 2004 dan 2006 dan tahun 2005 hanya 105%. (standar 110%) Kesimpulan: Kinerja RSU Manuaba dilihat dari empat perspektif balance scorecard belum berimbang karena keempat perspektif belum bersama-sama menunjukkan kinerjanya yang bagus.
Background: The researcher of this study observes that the condition of Manuaba Hospital is declining. However, data of bed occupancy rate, length of stay, number of visit and amount of income from 2004 – 2006 show an increase. Manuaba Hospital is the first private hospital in Bali and has undergone peak period at the beginning of its establishment. Tight competition as a consequence of the emergence of more private hospitals have caused sharp decline of the number of patients. Objective: To identify the performance of Manuaba Hospital based on the four perspectives of balanced scorecard. Method: The study used holistic single case study design with hospital as analysis unit. Primary data were obtained from samples of patients and staff to measure satisfaction and commitment and secondary data were obtained from data of medical records, departments of finance and training and education. Result: Viewed from the perspective of learning and growth 13 respondents (41.9%) were satisfied and 15 respondents (48.4%) had good commitment (n=31). The number of staff who got training and education and hours of training from January 2004 – 2006 declined. Viewed from the perspective of business it indicated that service process at emergency unit had not reached the standard in terms of response rate. Return rate of patient status to medical records showed that the department of internal medicine and obstetrics/gynecology needed more than 14 days. Meanwhile data of waste water showed that chemical oxygen demand still exceeded thet standard. Viewed from the perspective of customer as many as 104 (52%) outpatients and 33(45%) inpatients were satisfied. Growth of new and loyal patients did not go together from 2004 – 2006. Viewed from the perspective of finance, revenue and expenditure simultaneously increased so that recovery cost was still below standard, (only 103% in 2004 and 2004 and 105% in 2005) whereas the standard was 110%. Conclusion: The performance of Manuaba Hospital based the four perspectives of balanced scorecard was not balanced because all four perspectives had not simultaneously showed good performance.
Kata Kunci : Kinerja Rumah Sakit,Balanced Scorecard, performance, hospital
