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ANALISIS KINERJA INSTALASI FARMASI RSUD SUNAN KALIJAGA KABUPATEN DEMAK DENGAN PENDEKATAN BALANCED SCORECARD

Indriyati Hadi Sulistyaningrum, Dr. Satibi, S.Si, M.Si, Apt.

2013 | Tesis | S2 Ilmu Farmasi

Pengukuran kinerja menggunakan Balanced Scorecard (perspektif keuangan, perspektif pelanggan, perspektif bisnis internal serta perspektif pembelajaran dan pertumbuhan) menawarkan solusi pengukuran kinerja yang lebih menyeluruh dan komprehensif dalam suatu organisasi publik di antaranya Rumah Sakit. Penelitian ini bertujuan untuk mengetahui kinerja Instalasi Farmasi RSUD Sunan Kalijaga kab. Demak yang ditinjau dengan pendekatan Balanced Scorecard Objek penelitian ini adalah Instalasi Farmasi RSUD Sunan Kalijaga Kab. Demak sebagai salah satu Rumah Sakit Pemerintah milik Pemerintah Kabupaten Demak. Penelitian ini merupakan penelitian deskriptif non eksperimental. Data diperoleh secara retrospektif dan prospektif. Data kualitatif diperoleh melalui kuesioner dan wawancara mendalam dengan Kepala Instalasi Farmasi RSUD Sunan Kalijaga Kabupaten Demak. Data kuantitatif diperoleh melalui observasi langsung, survei terhadap resep dan laporan keuangan. Dari hasil penelitian dengan menggunakan Balanced Scorecard , diperoleh 1). Kinerja perspektif pembelajaran dan pertumbuhan: a. Human Capital: Semangat Kerja Karyawan tinggi sebesar 78%, Produktivitas Langsung belum baik karena adanya beban administrasi yang tinggi b. Organization Capital: Budaya Organisasi, Leadership, Teamwork menunjukkan hasil sangat tinggi yaitu 86%. Information Capital : Teknologi Informasi, Database yang digunakan di Instalasi Farmasi RSUD Sunan Kalijaga sedang dikembangkan SIM. Network perlu memiliki jaringan komunikasi dengan pasien selain telepon seperti jaringan internet karena belum memiliki jaringan komunikasi yang baik dengan customer. 2). Kinerja perspektif bisnis internal: rata-rata Dispensing Time untuk resep racikan 21 menit dan resep non racikan15 menit. Rata-rata tingkat ketersediaan obat pada tahun 2012 sebesar 98%. Keterjaringan pasien rawat jalan umum sebesar 99%. 3) Kinerja perspektif customer menunjukkan bahwa : rata-rata kepuasan pasien 88% pasien menyatakan puas terhadap pelayanan IFRS, rata-rata Pertumbuhan pelanggan mengalami peningkatan rata-rata 10% tiap bulannya. 4) Kinerja pada perspektif keuangan memperlihatkan bahwa IFRS secara umum mengalami peningkatan setiap bulannya pada tahun 2012. Rata-rata kontribusi pendapatan Instalasi Farmasi Rumah Sakit terhadap total pendapatan RSUD Sunan Kalijaga tahun 2011-2012 sebesar 27,5% setiap tahunnya. Rata-rata Turn Over Ratio belum efisien diperoleh rata-rata 3,74 kali/tahun. Sehingga dapat ditarik kesimpulan bahwa kinerja Instalasi Farmasi RSUD Sunan Kalijaga Kab.Demak termasuk dalam kriteria cukup baik, dengan beberapa saran dan perbaikan yang perlu dilakukan.

By using the Balanced Scorecard performance measurement (financial perspective, customer perspective, internal business perspective, and learning and growth perspective); it shows that performance measurement solutions offers a more thorough and comprehensive in a public organization such as a hospital. This study aims to know the Department of Pharmacy of RSUD Sunan Kalijaga is reviewed with the Balanced Scorecard approach. The object of this study is the Department of Pharmacy of RSUD Sunan Kalijaga, the Demak District Hospital Pharmacy. Demak Sub-District (Kecamatan) is one of the Government Hospital is under the control of District Government of Demak (Kabupaten). This study is a descriptive nonexperimental. Data were obtained retrospectively and prospectively. The qualitative data obtained through questionnaires and in-depth interviews with the Chief Department of Pharmacy Sunan Kalijaga Demak. Quantitative data obtained through direct observation, surveys of prescribing and financial reports. From the research using the Balanced Scorecard data gathering, it has been found that: 1). Performance of the learning and growth perspective: a. Human Capital: Employee Performance reached at 78% at highest, Instant Productivity has not been good because of the high administrative burden b. Organization Capital: Organizational Culture, Leadership, Teamwork already showing good results. Information Capital: Information Technology, Database used in Department of Pharmacy at RSUD Sunan Kalijaga being developed. Network needs to have a network of communication with the patient in addition to the phone network like the Internet because the network does not have good communication with the customer. 2). Performance of the internal business perspective: the average Dispensing Time for a compounded prescription and non prescription 21 minutes racikan15 minutes. The average level of drug availability in 2012 was 98%. The General interconnection out-patients was at 99%. 3) Performance customer perspective showed that the average patient satisfaction 88% of patients said they were satisfied with the service Department of Pharmacy, while the average growth of subscribers has increased an average of 10% each month. 4) Performance on Department of Pharmacy financial perspective shows that generally it has increased every month in 2012. Average revenue Department of Pharmacy of the hospital as total revenue in 2011-2012 Kalijaga Sunan District Hospital was by 27.5% annually. Average Turn Over Ratio inefficient gained an average of 3.74 times / year Keywords: Performance Measurement, Balanced Scorecard, Department of Pharmacy, RSUD Sunan Kalijaga Kab.Demak. . Therefore, it can be concluded that the performance of Department of Pharmacy of RSUD Sunan Kalijaga Kab.Demak was categorised in “sufficient criteria”. This cretiteri surely should be in line with some suggestions and improvements that need to be taken into consideration and done.

Kata Kunci : Pengukuran Kinerja, Balanced Scorecard, Instalasi Farmasi Rumah Sakit, RSUD Sunan Kalijaga Kab.Demak


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