Operational Analysis Of Strategic Plan Based On The Perspective Of Balanced Scorecard Performance Of Hospital Employees At Royal Prima Hospital Medan

Authors

  • Khairinnisa Hasibuan Master of Public Health Study Program, Faculty of Dentistry and Health Sciences University Prima Indonesia Medan, North Sumatera, Indonesia
  • Ermi Girsang Master of Public Health Study Program, Faculty of Dentistry and Health Sciences University Prima Indonesia Medan, North Sumatera, Indonesia
  • Sri Lestari Ramadhani Master of Public Health Study Program, Faculty of Dentistry and Health Sciences University Prima Indonesia Medan, North Sumatera, Indonesia

DOI:

https://doi.org/10.51601/ijhp.v2i3.77

Keywords:

Performance, Balanced Scorecard, Financial Perspective, Customer Perspective, Internal Business Process Perspective, Learning and Growth Perspective.

Abstract

Performance appraisal using the Balanced Scorecard method measures a hospital’s performance comprehensively
from both the financial and non-financial sectors. As a health service company must have a comprehensive,
coherent, balanced and measurable performance appraisal system. This study aims to analyze, test, and measure
the performance of the hospital by using The Balance Scorecard case study at Royal Prima Hospital Medan.
According to the balanced scorecard, the research problem was how about the performance of Royal Prima
Hospital Medan in the period of 2018-2020. The assessment was done from four perspectives: financial
perspective, customer perspective, internal business perspective, and growth and learning perspective. The
research used mixed methods, a research step by combining two types of research, qualitative and quantitative
research. The data were gathered by conducting a documentary study on financial statements, medical records,
and personnel records. Primary data were obtained from the interviews with the management and distributing
questionnaires to customers and employees in the hospital. The results of the research showed that the
performance of the financial perspective on economic ratios is not yet economical, while the efficient and
effectiveness ratios are very good, the financial performance of Royal Prima Hospital Medan has been very
effective and efficient from 2018 to 2020. The Hospital performance from the customer perspective in the period of
2018-2020 for the percentage of customer retention is still not good, customer acquisition is very good and
customer satisfaction is quite good. The performance of internal business perspective in the period 2018-2020 was
not good in which the percentage of BOR, BTO, and TOI were not in accordance with the standard of the Ministry
of Health. The performance of the percentage of growth and learning at Royal Prima Hospital Medan perspective
in the period of 2018 - 2020 shows a fairly good percentage.

References

Ariyanto, F. D. (2016). Penerapan Balanced Scorecard Sebagai Tolok Ukur Kinerja Perusahaan ( Study pada PT. Marinal Indoprima). Jurnal Administrsi Bisnis (JAB), Vol. 39(1), 58–64.

Effendy, Onong Uchyana. (2011). Ilmu Komunikasi: Teori dan Prakteknya, Bandung: Remaja Rosdakarya.

Halim, Abdul and Kusufi, Syam. (2012). Akuntansi Sektor Publik : Teori, Konsep dan Aplikasi. Salemba Empat: Jakarta.

Mahsun. (2013). Metode Penelitiam Bahasa: Tahapan, Strategi, Metode, dan Tekniknya. Jakarta: Rajagrafindo Persada.

Mulyadi. (2009), Sistem Terpadu Pengelolaan Kinerja Personel Berbasis Balanced Scorecard. Edisi Kedua, Jogjakarta: UPP STIM YKPN.

Munandar. (2013). Pengembangan Kreativitas. Jakarta: Rineka Cipta.

Peraturan Menteri Kesehatan. (2018) Peraturan Menteri Kesehatan Republik Indonesia Nomor 4 Tahun 2018 tentang Kewajiban Rumah Sakit dan Kewajiban Pasien. Jakarta: Departemen Kesehatan RI.

Peraturan Menteri Kesehatan. (2020). Peraturan Menteri Kesehatan No. 3 Tahun 2020 Tentang Klasifikasi dan Perizinan Rumah Sakit. Jakarta: Departemen Kesehatan RI.

Saleh, Abu Md, Sohel-Uz-Zaman, and Anjalin, Umana. (2016). Implementing Total Quality Management in Education: Compatibility and Challenges. Open Journal of Social Sciences, 2016, 4, 207-217.

Siagian, Sondang P. (2008). Manajemen Sumber Daya Manusia. Jakarta: Bumi Aksara.

Yunus, Eddy. (2016). Manajemen Strategis, Yogyakarta: Penerbit Andi.

Downloads

Published

2022-06-21

How to Cite

Hasibuan, K. ., Girsang, E. ., & Lestari Ramadhani, S. . (2022). Operational Analysis Of Strategic Plan Based On The Perspective Of Balanced Scorecard Performance Of Hospital Employees At Royal Prima Hospital Medan. International Journal of Health and Pharmaceutical (IJHP), 2(3), 511–519. https://doi.org/10.51601/ijhp.v2i3.77

Issue

Section

Articles

Most read articles by the same author(s)

1 2 3 4 5 > >>