PENGUKURAN KINERJA INSTALASI FARMASI RUMAH SAKIT UMUM DAERAH PANEMBAHAN SENOPATI BANTUL DENGAN PENDEKATAN BALANCED SCORECARD

The study was conducted in Pharmacy Department of Panembahan Senopati Bantul Regional General Hospital which is the largest source of Panembahan Senopati Bantul Hospital revenue, which was 41 27% in 2010, 32.53% in 2011, and 37.57% in 2012. Pharmacy Department of Panembahan Senopati Bantul Regional General Hospital has never done a performance measurement, so the success of intangible and tangible assets management in achieving the vision and goals of the organization is unknown. Balanced scorecard is a performance evaluation tool which is appropriate to be applied in hospitals due to it�s comprehensiveness. This research was conducted to measure and evaluate the performance of Pharmacy Department in Panembahan Senopati Bantul Regional General Hospital with the Balanced Scorecard approach through learning and growth, internal business process, customer, and financial perspective. was This research a descriptive non-experimental study. Data were obtained retrospectively and prospectively. Qualitative data were obtained through questionnaires and in-depth interviews with Head of the Pharmacy Department. Quantitative data were obtained through direct observation, surveys of prescriptions, and financial report. The results showed that: 1). Performance of learning and growth perspective: a. Human Capital: the proportion of pharmacists and bed is not ideal (1:36), the percentage of employee training had not reached 100%, and the average employee morale was high (3.18), b. Organization Capital 75.71% showed high culture, leadership, teamwork, and alignment, c. Information System Capabilities: need the addition of expired date and drugs dosage databases, internet, and the development of management information system. 2). The performance of internal business process perspective: The average availability of drugs was 98%, the average dispensing time was 37 minutes for compounded prescription and 29 minutes for non compounded prescription, the average SOP suitability with accreditation standards of hospital is 74%, and there was no documentation for medication error. 3). Performance of the customer's perspective: The percentage of patients encountered was 80.97%, the rate of customer satisfaction was 86%, and the rate of customer growth was 1% per month. 4). Performance of the financial perspective: TOR value was 9 times per year in 2011 and 7 times per year in 2012, the rate of service revenue in 2011 was 35% and in 2012 was 28.35%, Gross Profit Margin was 26.29% in 2011 and 24.83% in 2012