Performance Analysis of Pharmacy Installation Based on Balanced Scorecard Method at Bhina Bhakti Husada Hospital Rembang Agnesia Nuarima Kartikasari, Nur Hidayah
Master of Hospital Administration, Muhammadiyah University of Yogyakarta
Abstract
The quality of health services in hospital can be achieved through continuous quality improvement of performance. Therefore, it needs a performance measurement to determine the success of the hospital management strategy. Balanced scorecard is a tool that can be used in assessing performance with the concept of a balance between a financial perspective and a non-financial perspective. this method measuring a performance that does not only focus on administration and facilities infrastructure, but also human resources.
This study used a non-experimental descriptive method which was descriptive analytic in nature to the data collected to analyze the performance of Pharmacy Installation at Bhina Bhakti Husada Hospital. Data obtained retrospectively and prospectively.
Result of this study evaluates Pharmacy Installation performance using the Balanced Scorecard. Financially, Inventory Turnover Ratio (ITOR), Growth Ratio on Sales, and Gross Profit Margin were assessed. ITOR increased but remained below norms. Growth Ratio on Sales rose, improving sales. Gross Profit Margin enhanced, indicating better profitability. The customer perspective focused on service quality and satisfaction. Servqual analysis indicated service quality fell short of expectations, yet met ministry standards. Internally, dispensing time met service criteria, but drug availability suffered due to stock and procurement issues, though fast service was enabled by information systems. Training participation grew, while employee turnover remained high, denoting retention challenges. Dominant delegative leadership style and positive organizational culture were noted.
Overall, Pharmacy Installation showed financial growth, sales improvement, and efficiency. Challenges in customer satisfaction, drug availability, and employee retention suggest the need for hospital action to enhance performance and satisfaction.
