Efforts to Recommend Efficiency and Effectiveness of Hospital X Management Using a Balanced Score Card Approach with a Risk Management Theory Approach

Abstract

As a private house, Hospital X Surabaya has a large patient base. One way to assess the performance of the services provided is to use the Balanced Scorecard (BSC) method, where this assessment does not only look at the financial perspective but other aspects in providing health services to patients at Hospital X Surabaya. This research aims to (1) analyze the performance assessment using Balanced Scorecard (BSC) analysis at Hospital X (2) analyzing quality achievements and customer acquisition (3) analyzing internal business processes (4) analyzing employee productivity at Hospital X Surabaya. This study was built from a study of several secondary data from Hospital X using a case study approach. Based on studies carried out by looking at existing data. research results (1) Performance assessment using Balanced Scorecard (BSC) analysis at Hospital 2) quality indicators are not achieved and the customer acquisition process is low, there is a decrease in the attraction of new customers or new patients (patient acquisition) which causes a reduction or no increase in the number of new patients that had been planned, (3) Achievement of ALOS & BTO values ​​in accordance with standards Ministry of Health of the Republic of Indonesia, and (4) a decrease in employee productivity in health service facilities