Pengukuran Kinerja Rumah Sakit Bhayangkara Tebing Tinggi dengan Pendekatan Balanced Scorecard
7
ABSTRAK
Penelitian ini berjudul Pengukuran Kinerja Rumah Sakit Bhayangkara Tebing
Tinggi dengan Pendekatan Balanced Scorecard. Permasalahan dalam penelitian ini
dirumuskan sebagai berikut : Bagaimana kinerja Rumah Sakit Bhayangkara Tebing
Tinggi menggunakan pendekatan Balanced Scorecard. Tujuan penelitian untuk
mengetahui dan menganalisis kinerja Rumah Sakit Bhayangkara Tebing Tinggi
dengan pendekatan Balanced Scorecard. Penilaian dilakukan terhadap perspektif
keuangan, pelanggan, bisnis internal serta pertumbuhan dan pembelajaran.
Penelitian dilakukan secara deskriptif kualitatif yang berbentuk studi kasus
dan didukung oleh survei. Data yang dikumpulkan adalah data sekunder dan data
primer. Data sekunder diperoleh dari dokumentasi laporan keuangan, laporan rekam
medik dan laporan kepegawaian. Data primer diperoleh melalui wawancara dengan
pihak manajemen dan pasien rawat inap serta penyebaran kuesioner kepada
responden yaitu 72 orang pasien rawat inap dan 43 orang pegawai rumah sakit. Data
tersebut digunakan untuk menilai kinerja Rumah Sakit Bhayangkaran Tebing Tinggi.
Hasil penelitian terhadap kinerja dari perspektif keuangan diperoleh kinerja
keuangan cukup baik pada tahun 2012, tahun 2013 kinerja keuangan baik. Kinerja
rumah sakit dari perspektif pelanggan cukup baik. Kinerja dari perspektif bisnis
internal menunjukkan tingkat efisiensi pelayanan cukup baik. Kinerja dari perspektif
pertumbuhan dan pembelajaran pada tahun 2012 cukup baik, tahun 2013 kinerja
perspektif pertumbuhan dan pembelajaran baik. Hasil penilaian kinerja rumah sakit
menunjukkan bahwa secara keseluruhan kinerja Rumah Sakit Bhayangkara Tebing
Tinggi dilihat dari empat perspektif balanced scorecard adalah cukup baik.
Manajemen perlu memberikan perhatian khusus terhadap pengukuran indikator yang
tidak baik maupun cukup baik dan mempertahankan penilaian terhadap indikator
yang baik guna meningkatkan kinerja rumah sakit di masa akan datang.
Kata Kunci : Kinerja, Balanced Scorecard, Rumah Sakit Bhayangkara Tebing
Tinggi
i
Universitas Sumatera Utara
8
ABSTRACT
The title of thesis was ‘The Measurement of The Performance of Bhayangkara
Hospital, TebingTinggi, Using Balanced Scorecard Approach’. The problems of the
research could be formulated as follows: how about the performance of Bhayangkara
Hospital,Tebing Tinggi, using Balanced Scorecards. The objective of the research
was to find out and to analyze the performance of Bhayangkara Hospital, Tebing
Tinggi,The assessment was done on the financial perspective, customers, internal
business, growth, and teaching.
The research was descriptive qualitative in case study, supported by a survey.
The data consisted of primary and secondary data. Secondary data were obtained
from the documents of financial record, medical record, and administrative record.
Primary data were gathered by conducting interviews with the management and with
the inpatients, and questionnaires were distributed to 43 hospital employees to assess
the performance of Bhayangkara Hospital, Tebing Tinggi.
The result of the research, showed that financial performance was moderately
good in 2012 an good in 2013 was good. And the hospital performance, from the
customers perspective was moderately good. The performance, viewed from the
internal business perspective showed that the service efficiency was moderately good.
The performance viewed from the internal busineess perspective showed that the
service efficiency was moderately good. The performance viewed from the growth
and the learning perspective was moderately 2012 and good in 2013. The result of
the assessment on the hospital performance showed that, all in all, the performance
of Bhayangkara Hospital, Tebing Tinggi, viewed from four Balanced Scorecard
perspectives, was good. It is recommended that the measurement of bad and good
indicator should be paid attention, and good indicator should be maintained in order
to increase the hospital performance in the future.
.
Keywords: Performance, Balanced Scorecard, Bhayangkara Hospital, Tebing
Tinggi
ii
Universitas Sumatera Utara
ABSTRAK
Penelitian ini berjudul Pengukuran Kinerja Rumah Sakit Bhayangkara Tebing
Tinggi dengan Pendekatan Balanced Scorecard. Permasalahan dalam penelitian ini
dirumuskan sebagai berikut : Bagaimana kinerja Rumah Sakit Bhayangkara Tebing
Tinggi menggunakan pendekatan Balanced Scorecard. Tujuan penelitian untuk
mengetahui dan menganalisis kinerja Rumah Sakit Bhayangkara Tebing Tinggi
dengan pendekatan Balanced Scorecard. Penilaian dilakukan terhadap perspektif
keuangan, pelanggan, bisnis internal serta pertumbuhan dan pembelajaran.
Penelitian dilakukan secara deskriptif kualitatif yang berbentuk studi kasus
dan didukung oleh survei. Data yang dikumpulkan adalah data sekunder dan data
primer. Data sekunder diperoleh dari dokumentasi laporan keuangan, laporan rekam
medik dan laporan kepegawaian. Data primer diperoleh melalui wawancara dengan
pihak manajemen dan pasien rawat inap serta penyebaran kuesioner kepada
responden yaitu 72 orang pasien rawat inap dan 43 orang pegawai rumah sakit. Data
tersebut digunakan untuk menilai kinerja Rumah Sakit Bhayangkaran Tebing Tinggi.
Hasil penelitian terhadap kinerja dari perspektif keuangan diperoleh kinerja
keuangan cukup baik pada tahun 2012, tahun 2013 kinerja keuangan baik. Kinerja
rumah sakit dari perspektif pelanggan cukup baik. Kinerja dari perspektif bisnis
internal menunjukkan tingkat efisiensi pelayanan cukup baik. Kinerja dari perspektif
pertumbuhan dan pembelajaran pada tahun 2012 cukup baik, tahun 2013 kinerja
perspektif pertumbuhan dan pembelajaran baik. Hasil penilaian kinerja rumah sakit
menunjukkan bahwa secara keseluruhan kinerja Rumah Sakit Bhayangkara Tebing
Tinggi dilihat dari empat perspektif balanced scorecard adalah cukup baik.
Manajemen perlu memberikan perhatian khusus terhadap pengukuran indikator yang
tidak baik maupun cukup baik dan mempertahankan penilaian terhadap indikator
yang baik guna meningkatkan kinerja rumah sakit di masa akan datang.
Kata Kunci : Kinerja, Balanced Scorecard, Rumah Sakit Bhayangkara Tebing
Tinggi
i
Universitas Sumatera Utara
8
ABSTRACT
The title of thesis was ‘The Measurement of The Performance of Bhayangkara
Hospital, TebingTinggi, Using Balanced Scorecard Approach’. The problems of the
research could be formulated as follows: how about the performance of Bhayangkara
Hospital,Tebing Tinggi, using Balanced Scorecards. The objective of the research
was to find out and to analyze the performance of Bhayangkara Hospital, Tebing
Tinggi,The assessment was done on the financial perspective, customers, internal
business, growth, and teaching.
The research was descriptive qualitative in case study, supported by a survey.
The data consisted of primary and secondary data. Secondary data were obtained
from the documents of financial record, medical record, and administrative record.
Primary data were gathered by conducting interviews with the management and with
the inpatients, and questionnaires were distributed to 43 hospital employees to assess
the performance of Bhayangkara Hospital, Tebing Tinggi.
The result of the research, showed that financial performance was moderately
good in 2012 an good in 2013 was good. And the hospital performance, from the
customers perspective was moderately good. The performance, viewed from the
internal business perspective showed that the service efficiency was moderately good.
The performance viewed from the internal busineess perspective showed that the
service efficiency was moderately good. The performance viewed from the growth
and the learning perspective was moderately 2012 and good in 2013. The result of
the assessment on the hospital performance showed that, all in all, the performance
of Bhayangkara Hospital, Tebing Tinggi, viewed from four Balanced Scorecard
perspectives, was good. It is recommended that the measurement of bad and good
indicator should be paid attention, and good indicator should be maintained in order
to increase the hospital performance in the future.
.
Keywords: Performance, Balanced Scorecard, Bhayangkara Hospital, Tebing
Tinggi
ii
Universitas Sumatera Utara