Analisis Pengukuran Kinerja RSU Yayasan Sinar Husni Helvetia Medan dengan Pendekatan Balance Scorecard

Abstract

Sinar Husni General Hospital is is one of the hospitals whose main pw-pose is not to obtain profit, but it is emphasized on how to serve consumers. In evaluating its performance, it is assumed that it only focuses on the financial aspect and ignores non - financial aspect. By using Balanced Scorecard, it is expected thatthe hospital can develop both financial aspect an non-financial aspect in evaluating its performance so that in the future it is expected that it will be able to become an institution which give satisfaction to its consumers, provide high commitment employees, and eventually produce adequate surplus. The research used descriptive method in order to explore the data accordingt to

the field facts which was focused on the development the model, using balanced Score- card in improving the performance of RSU Sinar Husni. The population was 244

inpatients and 162 employees. The samples consisted of 72 inpatients and 62 employees, taken by using proportional sampling technique. The data were gathered by distributing questionnaires and analyzed by using an SPSS software program. The result of the research showed that, from the performance perspective, financial performance was good in 2010, and it was also good in the period of 2011- 2013. From the consumer perspective, the performance of the hospital was good. From the internal business perspective, the service efficiency was good in the period of 2010- 2012, and it was also good in 2013. From the performance of learning and growth point of view indicated that the level of employees' satisfaction was not good, the development of human resources through training was not good, and employees' turnover was not good The result of the hospital's performance showed that, as a whole, the performance of the hospital, viewed from the four perspectives of Balanced Score-card, was good. It is recommended that the management of the hospital pay specific attention to the parameter of good and bad indicators and maintain the evaluation of good indicator in improving the performance of the hospital in the future