ANALISIS STRATEGI PELAYANAN DALAM RANGKA MENINGKATKAN JUMLAH KUNJUNGAN INSTALASI RAWAT JALAN RUMAH SAKIT SANTO YUSUP BANDUNG

Hospitals are required to be able to compete with competitors in the era national health insurance and global competition so that it can survive and even become the hospital of choice for the community that provides good service to the community. The hospital must have a clear vision, mission and goals, be able to manage and analyze the organization's internal activities, be responsive to external environmental challenges and be able to compile and implement strategic planning to achieve the vision and mission. The outpatient installation at Saint Yusup Hospital does not have a strategic plan. The existing strategy plan is still in general and should be focused on increasing the number of outpatient installation visits. This study aims to design a strategic plan in order to increase the number of visits in the outpatient installation of Saint Yusup Hospital Bandung. This research is a qualitative research with descriptive analysis method. Primary data were obtained through in-depth interviews, observation and focus group discussions. Secondary data were obtained from document studies, literature, journals and others. This research was conducted in the outpatient installation of the Saint Yusup Hospital Bandung. The analysis was performed using a SWOT analysis and the strategic plan was prepared with a Balanced Scorecard framework, which a strategic management tool to measure and evaluate structured work programs quickly and easily. From this research, the researcher recommends an aggressive market development strategy. Which is carried out with a service development program, new innovations with existing clinics, the establishment of PPK 1 (level 1 health service providers), adding inspection support facilities , increase marketing sales, apply a marketing culture to all employees, and increase patient coverage in Bandung regency. Keywords: strategic plan, SWOT analysis, balanced scorecar