HOSPITAL PERFORMANCE ANALYSIS USING BALANCE SCORECARD
(Case Study at Rsia Santa Anna, Telukbetung)
Keywords:
Hospital performance, Balanced Scorecard, hospital management, RSIA Santa Anna Telukbetung.Abstract
This study aims to analyze the performance of RSIA Santa Anna Telukbetung using the Balanced Scorecard approach. This study applied the qualitative grounded theory method with data collection through in-depth interviews, participatory observation, and analysis of hospital documents. The results showed that the financial performance of RSIA Santa Anna in the 2020-2022 period was generally in good condition, with satisfactory liquidity, profitability, and cost recovery rate ratios, although the solvency aspect still needed to be improved. From a customer perspective, the patient retention rate shows a positive performance with an average of above 100%, while customer acquisition is still low with a rate of only 18%. Customer satisfaction is generally considered quite good based on the five main dimensions of service. From an internal business process perspective, most indicators showed achievements in accordance with the standards set out in Permenkes Number 1171 of 2011, although the Bed Occupancy Rate (BOR) has not yet reached the recommended ideal number. The learning and growth perspective also showed good results, reflected in the high proportion of permanent workforce, the implementation of regular training that covers almost 38% of employees per year, and the high level of job satisfaction as a result of attention to employee welfare and professional development.
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