ANALISIS KINERJA DALAM RANGKA PENYUSUNAN PETA STRATEGI INSTALASI FARMASI RSUP SANGLAH DENPASAR DENGAN PENDEKATAN BALANCED SCORECARD

To survive in a competitive environment, pharmacy department of sanglah hospital as one of revenue centre for the hospital expected to provide a good quality services for customers through continues performance improvement, so it is need a strategical map to achieve the goal. The objective of this study is to evaluate the performance of pharmacy department of sanglah hospital using Balanced Scorecard approach and to determined the best strategy map based on the result of the performance evaluation. This is a descriptive non-experimental case study. The data collected using retrospective and prospective methods. The quantitative data collected from direct observation, surveys/questionnaires and financial report of both hospital and pharmacy department. The qualitative data based on interview with pharmacist/head of pharmacy department. Subjects were Sanglah hospital pharmacy department staff and outpatients who purchase drugs at pharmacy department of sanglah hospital. The results of the study shows : lack of pharmacist and pharmacy technician, less of staff satisfaction, less of staff knowledge and skills, bad performance of pharmacy information management system, lack of staff working spirit. The average dispensing time of non-compound drugs is 12,19 minutes and the average dispensing time of compound drugs is 27,49 minute