Rita, Julianty (2015) ANALISIS KINERJA INSTALASI FARMASI RUMAH SAKIT UMUM DAERAH UNDATA PALU PROVINSI SULAWESI TENGAH DENGAN PENDEKATAN BALANCED SCORECARD. Tesis thesis, Universitas Setia Budi Surakarta.
![[img]](http://repo.setiabudi.ac.id/style/images/fileicons/text.png) |
Text
2015-SBF 111340270.pdf Restricted to Repository staff only Download (4MB) | Request a copy |
|
Text
INTISARI.pdf Download (112kB) |
Abstract
Along with the rising cost and the degree of competition among hospitals, as well as the increasing demands of the community to ward the qualified and reachable service, analyses is needed to find out how far the performance achievement which has been carried out. Analyses on the performance of Hospital Pharmaceutical Installation (HPI) through Balanced Scorecard is a tool of evaluating the performance of anorganization by using four perspectives, they are learning and growth, internal business process, customer, and financial. This research aims at finding out the performance of Pharmaceutical Installation of Undata Palu Regional Public Hospital through four perspectives of Balance Scorecards. This research using non experimental case study arrangement research through explorative descriptive approach. Data collection was retrospective and prospectively. Qualitative data was obtained by questionnaire with a scale that is filled directly by the respondent, in-depth interviews with pharmacists and staff Pharmacy Undata Palu. Quantitative data obtained based on a survey to look at the financial perspective, direct observation, a survey of prescriptions and the financial statements Pharmacy Undata Palu. Result of this research showed 1) Performance on financial perspective in 2013 and 2014 respectively: ITOR as much as 8.33 and 11.50 times per year; Gross profit margin as much as 28.75% and 17.89%; Growth ratio on sales as much as 0.84% and 5.54%; 2) Performance on customer perspective of patient’s satisfaction can be concluded that unsatisfied customers designated by performance score with significantly different expectation, the highest gap score is the reliabilityas high as -2.40, empathy as high as -2.34, assurance as high as -2.28, tangibels as high as -2.16, and responsiveness as high as -2.03; degree of patient coverage in April 2015 was 81.15%; degree of customers acquisitionin 2013 and 2014 were 37.57% and 39.73%. 3) Performance on the perspective of internal business process: degree of medicine availability in April 2015 was 97.53%; duration of dispensing time was 8.91 minutes for non compounding prescription and 22.21 minutes for compounding prescription; proportion of the medicine delivered was 100% with appropriate labels; degree of medication error caused by prescribing error and degree of potential error caused by pharmaceutical error was 0%; average of giving medicine information was 25.70 seconds. 4) Performance on perspective of learning and growth: percentage of employees in HPI who obtained training in 2013 and 2014 was 16.67% and 30% respectively; SIM before developing; degree of employee productivity was 86.66%; employees satisfaction was good. KeyWords: Evaluation, Performance Balanced Scorecard Pharmacy Department General Hospital Pharmacy Undata Palu Central of Sulawesi
| Item Type: | Thesis (Tesis) |
|---|---|
| Uncontrolled Keywords: | Evaluation, Performance Balanced Scorecard Pharmacy Department General Hospital Pharmacy Undata Palu Central of Sulawesi |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Farmasi > Prodi S2 Farmasi |
| Depositing User: | Tifany Nur Arfiana |
| Date Deposited: | 14 Oct 2019 06:42 |
| Last Modified: | 14 Oct 2019 06:42 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/2061 |
Actions (login required)
 |
View Item |
