Hasil Evaluasi Kinerja Berbasis Balance Scorecard di Instalasi Farmasi Klinik Telkomedika Health Center Madiun

Abstract

The Telkomedika Health Center (THC) Madiun Clinic requires a good performance evaluation/measurement of the THC Madiun Clinic Pharmacy Installation. Therefore, research is needed which aims to determine the performance of the THC Madiun Clinical Pharmacy Installation using the Balanced Scorecard method based on 4 perspectives, namely finance, internal business processes, growth and learning, and customers. This research was a descriptive study. Data were obtained retrospectively and concurrently through interviews with pharmacists at pharmacy installations, filling out questionnaires by employees and patients, as well as direct observation. Data were analyzed descriptively and compared with applicable standards. The research results showed that: 1) finance was efficient, but still needs to be improved; 2) provision of drug information needs to be improved; 3) employee job satisfaction was in the moderate range; 4) patients were satisfied with the quality of service, but there was a gap between patient expectations and performance. It was concluded that the performance of the Madiun THC Clinic Pharmacy Installation was quite good, but there were still a number of things that needed to be improved. Managers should conduct regular monitoring and evaluation to improve organizational performance.

Keywords: performance evaluation; balanced scorecard; clinical pharmacy installation

ABSTRAK

Klinik Telkomedika Health Center (THC) Madiun membutuhkan evaluasi/pengukuran kinerja Instalasi Farmasi Klinik THC Madiun secara baik. Maka diperlukan penelitian yang bertujuan untuk mengetahui kinerja Instalasi Farmasi Klinik THC Madiun dengan metode Balance Scorecard berbasis 4 perpesktif yaitu keuangan, proses bisnis internal, pertumbuhan dan pembelajaran, serta customer. Penelitian ini merupakan studi deskriptif. Data diperoleh secara  retrospektif dan concurrent melalui wawancara kepada apoteker instalasi farmasi, pengisian kuesioner oleh karyawan dan pasien, serta observasi langsung. Data dianalisis secara deskriptif dan dibandingkan dengan standar yang berlaku. Hasil penelitian menunjukkan bahwa: 1) keuangan sudah efisien, namun masih perlu ditingkatkan; 2) pemberian informasi obat perlu ditingkatkan; 3) kepuasan kerja karyawan berada pada rentang cukup; 4) pasien merasa puas dengan kualitas pelayanan, namun terdapat gap antara harapan dan kinerja pasien. Disimpulkan bahwa kinerja Instalasi Farmasi Klinik THC Madiun cukup baik, namun masih ada beberapa hal yang perlu ditingkatkan. Sebaiknya pengelola melakukan monitoring dan evaluasi secara berkala untuk meningkatkan kinerja organisasi.

Kata kunci: evaluasi kinerja; balanced scorecard; instalasi farmasi klinik