ANALISIS KINERJA RSUD DELI SERDANG LUBUK PAKAM DENGAN

PENDEKATAN BALANCED SCORECARD

Muhammad Andri1, Ritha F Dalimunthe2, Taufik Ashar2

1
Alumni Program Pascasarjana IKM USU
2
Staf Pengajar Fakultas Kesehatan Masyarakat USU

ABSTRACT

RSUD (Regional General Hospital) Deli Serdang, Lubuk Pakam, was

intended to be a high-ranking and competitive hospital with national standard
facility in 2019. A hospital needs good performance to achieve that goal, and to
find out and to increase performance, a comprehensive performance from the
financial and non-financial aspects should be valued.
The problem of the research was how about the performance of RSUD
Deli Serdang in the period of 2013-2015 by using Balanced Scorecard approach.
The objective of the research was to find out and to analyze the performance of
RSUD Deli Serdang in the period of 2013-2015 by using Balanced Scorecard
method. The research was conducted on the financial, customer, internal business,
and growth and learning perspectives.
The research used mixed method, a research step by combining two types
of research: quantitative and qualitative researches. The gathered data consisted
of secondary and primary data.
The result of the research showed that, from the financial perspective,
financial performance was economical and efficient in the period of 2013-2015,
while financial performance was ineffective in the period of 2013-2015. Viewed
from the customer perspective, the hospital performance for customer acquisition
and retention was good. Viewed from the internal business perspective, the
hospital performance in the period of 2013-2015 and the indicator of inpatient
care (BOR, TOI, AvLOS) achieved the target, but BTO, GDR, and NDR did not
achieve the target. The growth and learning perspective performance indicated
that the level of satisfaction, training, and turn over of employees was also good.

Keywords: Balanced Scorecard, Financial Perspective, Customer Perspective,

Internal Business Perspective, Growth and Learning Perspective