Analisis Kinerja Rumah Sakit Umum Nurul Hasanah Aceh Tenggara dengan Menggunakan Metode Balanced Scorecard

Abstract

Peformance measurement is an important factor for an organization to control implementation of the strategy. The purpose of this study was to determine the performance of Nurul Hasanah General Hospital when measured based on the Balanced Scorecard. This research method is a case study using primary data, namely 1. Interview of hospital indicators 2. Observation of business and hospital conditions and Secondary Data, namely 1. Company financial information 2. Patient and employee data 3. Facility data. This research uses SWOT, QSPM, KPI, and Cascading analysis. The results of this study indicate that the financial perspective as measured by strategic objectives in the form of increasing revenue with the results of a good hospital efficiency ratio with NPM and ROA in 2021- 2023 at Nurul Hasanah General Hospital has good performance in managing and generating profits from assets owned. In the customer perspective, it can be measured by customer satisfaction with hospital services with patient data in 2021-2023, it can be seen that there was an increase of 91% from 2022 and a decrease of 10% in 2023. In the internal business perspective, it is measured by the efficiency of inpatient services in the form of a percentage of BOR in accordance with NHS standards and service waiting times, in 2022-2023 the percentage of BOR has been met according to NHS standards. In the growth and development perspective, the strategic targets carried out are increasing HR competence through participating in training, improving HR qualifications and developing technology-based RS SIMs that have been implemented at Nurul Hasanah General Hospital