ANALISIS PENGUKURAN KINERJA RUMAH SAKIT UMUM Dr. SOETOMO DENGAN PENDEKATAN BALANCE SCORECARD

Abstract

The purpose of this research is to find out the performance and the advantage of the implementation of balanced scorecard method as the instrument of performance measurement. The object of this research is the Emergency Room of RSUD Dr Soetomo Surabaya. This research has been done by using qualitative approach; the data collection technique has been done by using documentation, literature study, observation, interview, and questionnaires. Balanced scorecard consists of four perspectives which are financial, customer, internal business process, growth and learning. The result of the research from a financial perspective has been measured by using the ratio of general revenue and income from health insurance to the total income shows a fluctuating result. The customer perspective shows a good result whereas the customer satisfaction level shows a good result and based on the internal business process perspective shows a good result whereas the growth and learning perspective from the employee satisfaction shows the satisfaction value, furthermore the employee retention of the hospital shows an improvement in retaining employees.
Keywords: Balanced Scorecard, Performance, Hospital