STRATEGY ANALYSIS OF HOSPITAL PERFORMANCE IMPROVEMENT WITH SERVICE DELIVERY VALUE CHAIN APPROACH AT BERIMAN HOSPITAL, BALIKPAPAN

Abstract

Background Hospital performance, as one of the health service provider organizations, plays an important role in improving service quality and competitiveness in the health sector. This study was conducted to evaluate the performance of RSUD Beriman Balikpapan with the Service Delivery Value Chain approach, which includes Pre-Service, Point of Service, and After Service. Method. This study uses a descriptive method with quantitative and qualitative approaches. Data were collected through in-depth interviews, observations, and secondary data analysis from the RSUD Beriman annual report. Analysis was conducted on the main and supporting activities in the value chain to identify areas of improvement. Results. The findings showed that the Bed Occupancy Rate (BOR) of RSUD Beriman averaged only 51.9%, below the national standard (60-85%). In addition, the public satisfaction index for inpatient installations was at 82.74%, lower than the standard ≥90%. Factors that affect performance include the efficiency of the service process, the quality of interaction with patients, and human resource management. Conclusion. Performance improvement strategies are recommended by optimizing elements in the Service Delivery Value Chain. Improvements at the Pre-Service stage include patient information management and service promotion; at Point of Service, focus on improving the quality of medical services; and at After Service, strengthening the patient follow-up system. The implementation of this strategy is expected to improve efficiency, patient satisfaction, and competitiveness of Beriman Hospital.

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