ANALISIS PENGUKURAN KINERJA RUMAH SAKIT UMUM DAERAH (RSUD) K.R.M.T. WONGSONEGORO KOTA SEMARANG DENGAN PENDEKATAN BALANCED SCORECARD

Abstract

To improve the quality of hospital’s service, things that must be done is improve the performance.K.R.M.T Wongsonegoro Hospital in Semarang city is a hospital with BLUD status since 2007. But performance measurement in the hospital isn’t comprehensive yet so it is needed a conceptual framework which is can measure the performance comprehensively. Balanced scorecard approach has 4 perspective (customer, finance, internal bussiness process, growth and learning) according to regulation of minister home affairs number 61 year 2007 regarding PPK BLUD. Balance scorecard is new framework which can integrate performance measurement from finance aspect of non finance. The purpose of this research is to describe K.R.M.T Wongsonegoro Hospital’s performance measurement with balanced scorecard approach. This is a qualitative research so the resource is obtained by doing depth interview with 5 main informant and 2 triangulation informant.

The result show thatK.R.M.T Wongsonegoro Hospital’s performance seen from 4 balanced scorecard perspective is still bad. The aspect that is still lack in growth and learning perspective is employee’s positive attitude, harmony, participation, and there’s no employee satisfaction’s survey. It affect operational declining performance in internal bussiness process perspective, as it causing hospital revenue declining. The decline in revenue pressure hospital to decrease the exspense as much as possible. However it is resulting in unsatisfactory service that lead into the declining in customer satisfaction eventhough the number of cumtomer is increase. Generally there are some lack part in every perspective of balanced scorecard. Research result suggest hospital to use balanced scorecard framework as performance measurement system in order to see performance evaluation comprehensively.