PENGUKURAN KINERJA INSTALASI FARMASI RUMAH SAKIT UMUM DAERAH PANEMBAHAN SENOPATI BANTUL DENGAN PENDEKATAN BALANCED SCORECARD
Gusti Ayu Putu Sri Erwinayanti, Dr. Achmad Purnomo, Apt.
2013 | Tesis | S2 Mag.Manaj.FarmasiTelah dilakukan penelitian di Instalasi Farmasi RSUD Panembahan Senopati Bantul yang merupakan sumber pendapatan terbesar RSUD Panembahan Senopati Bantul, yaitu 41,27% pada tahun 2010, 32,53% pada tahun 2011, dan 37,57% pada tahun 2012. Instalasi Farmasi RSUD Panembahan Senopati Bantul belum pernah melakukan pengukuran kinerja sehingga belum diketahui sejauh mana keberhasilan pengelolaan aset berwujud dan nirwujud dalam mencapai visi dan tujuan organisasi. Balanced scorecard merupakan salah satu alat evaluasi kinerja yang tepat diterapkan di rumah sakit karena bersifat komprehensif. Penelitian ini dilakukan untuk mengukur serta mengevaluasi kinerja Instalasi Farmasi RSUD Panembahan Senopati Bantul dengan pendekatan balanced scorecard melalui 4 perspektif yaitu pembelajaran dan pertumbuhan, proses bisnis internal, pelanggan, dan keuangan. Penelitian ini merupakan penelitian deskriptif non eksperimental. Data diperoleh secara retrospektif dan prospektif. Data kualitatif diperoleh melalui kuesioner dan wawancara mendalam dengan Kepala Instalasi Farmasi RSUD Panembahan Senopati Bantul. Data kuantitatif diperoleh melalui observasi langsung, survei terhadap resep, dan laporan keuangan. Hasil penelitian memperlihatkan bahwa: 1). Kinerja perspektif pembelajaran dan pertumbuhan: a. Human Capital: belum idealnya jumlah apoteker dibanding jumlah bed (1:36), persentase pelatihan karyawan belum mencapai 100%, dan rata-rata semangat kerja karyawan tinggi (3,18), b. Organization Capital 75,71% menunjukkan budaya, leadership, teamwork, dan alignment yang tinggi, c. Information System Capabilities: perlunya penambahan database expired date dan dosis obat, penambahan internet, dan pengembangan SIM 2). Kinerja perspektif proses bisnis internal: Rata-rata ketersediaan obat 98%, rata-rata dispensing time resep racikan 37 menit dan resep non racikan 29 menit, rata-rata kesesuaian SOP dengan standar akreditasi rumah sakit 74%, serta belum ada dokumentasi untuk medication error. 3). Kinerja perspektif pelanggan: Ratarata tingkat keterjaringan pasien 80,97%, tingkat kepuasan pelanggan 86%, dan tingkat pertumbuhan pelanggan 1% per bulan. 4). Kinerja perspektif keuangan: Nilai TOR 9 kali per tahun pada 2011 dan 7 kali per tahun pada 2012, tingkat pendapatan pelayanan tahun 2011 adalah 35% dan tahun 2012 adalah 28,35%, Gross Profit Margin 26,29% pada tahun 2011 dan 24,83% pada tahun 2012.
The study was conducted in Pharmacy Department of Panembahan Senopati Bantul Regional General Hospital which is the largest source of Panembahan Senopati Bantul Hospital revenue, which was 41 27% in 2010, 32.53% in 2011, and 37.57% in 2012. Pharmacy Department of Panembahan Senopati Bantul Regional General Hospital has never done a performance measurement, so the success of intangible and tangible assets management in achieving the vision and goals of the organization is unknown. Balanced scorecard is a performance evaluation tool which is appropriate to be applied in hospitals due to it‟s comprehensiveness. This research was conducted to measure and evaluate the performance of Pharmacy Department in Panembahan Senopati Bantul Regional General Hospital with the Balanced Scorecard approach through learning and growth, internal business process, customer, and financial perspective. was This research a descriptive non-experimental study. Data were obtained retrospectively and prospectively. Qualitative data were obtained through questionnaires and in-depth interviews with Head of the Pharmacy Department. Quantitative data were obtained through direct observation, surveys of prescriptions, and financial report. The results showed that: 1). Performance of learning and growth perspective: a. Human Capital: the proportion of pharmacists and bed is not ideal (1:36), the percentage of employee training had not reached 100%, and the average employee morale was high (3.18), b. Organization Capital 75.71% showed high culture, leadership, teamwork, and alignment, c. Information System Capabilities: need the addition of expired date and drugs dosage databases, internet, and the development of management information system. 2). The performance of internal business process perspective: The average availability of drugs was 98%, the average dispensing time was 37 minutes for compounded prescription and 29 minutes for non compounded prescription, the average SOP suitability with accreditation standards of hospital is 74%, and there was no documentation for medication error. 3). Performance of the customer's perspective: The percentage of patients encountered was 80.97%, the rate of customer satisfaction was 86%, and the rate of customer growth was 1% per month. 4). Performance of the financial perspective: TOR value was 9 times per year in 2011 and 7 times per year in 2012, the rate of service revenue in 2011 was 35% and in 2012 was 28.35%, Gross Profit Margin was 26.29% in 2011 and 24.83% in 2012.
Kata Kunci : Pengukuran Kinerja, Balanced Scorecard, Instalasi Farmasi Rumah Sakit
