Performance Analysis Of Beriman Hospital In Balikpapan City Using The Balanced Scorecard Approach

Abstract

Hospital performance measurement is a vital aspect in ensuring the sustainability and quality of health services. This study aims to analyze the performance of RSUD Beriman in Balikpapan City using the Balanced Scorecard (BSC) approach, which includes four main perspectives: financial, customer, internal business process, and learning and growth. Through quantitative descriptive methods, data were collected from surveys and interviews, as well as secondary data analysis from hospital performance reports. The results showed that RSUD Beriman has solid financial performance with a cash ratio of 1567%, but faces challenges in accounts receivable management, with a collection period of 164.85 days. The customer perspective recorded a Community Satisfaction Index (IKM) of 85.57% for inpatient services, indicating a need for further improvement. In terms of internal business processes, the hospital has implemented good SOPs, but efficiency in service delivery still needs to be improved. In the learning and growth perspective, the average training hours per employee reached 16.92 hours, but the reward and punishment program has not been implemented effectively. These findings highlight the importance of comprehensive and continuous performance evaluation in improving the quality of services in hospitals. This study provides insight for hospital management to take more appropriate steps in managing performance and improving patient satisfaction.