Hospital Performance Appraisal Based On The Balanced Scorecard Method In Sidikalang Regional General Hospital (RSUD) In 2020

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Hospital Performance Appraisal Based on the Balanced Scorecard Method in Sidikalang Regional General Hospital (RSUD) in 2020

Introduction

Quality Health Services in Sidikalang Regional General Hospital (RSUD)

Sidikalang Regional General Hospital (RSUD), as a class C hospital, has the responsibility to provide quality health services to the community. The hospital's primary goal is to deliver high-quality medical care to patients, ensuring their safety and satisfaction. However, the survey results show problems in the treatment of patients, where nurses are often late in conducting visits to examine the patient's condition, including in the supervision of infusion fluids and drug administration. This indicates a need for improvement in the hospital's performance appraisal system.

The Importance of Performance Appraisal in Hospitals

Conducting a comprehensive performance appraisal is essential for hospitals to identify areas that need improvement and to utilize existing forces effectively. One method that can be used for this purpose is the Balanced Scorecard (BSC) method. The BSC approach provides a comprehensive framework for assessing various aspects of hospital performance, including finance, customers, internal business processes, and growth and learning.

Methodology

Data Collection and Analysis

This study uses descriptive and quantitative methods to analyze hospital performance. Secondary data obtained from documentation, financial statements in 2017-2019, medical records, and staffing data. Meanwhile, primary data was collected through interviews with medical services and the distribution of questionnaires to 96 patients and 70 employees. The data collected was analyzed to identify areas that need improvement and to evaluate the hospital's performance.

The Balanced Scorecard Method

The Balanced Scorecard method provides a comprehensive framework for assessing various aspects of hospital performance. The approach involves evaluating the hospital's performance from four perspectives:

  • Finance: This perspective focuses on the hospital's financial performance, including revenue, expenses, and profitability.
  • Customers: This perspective focuses on the hospital's ability to meet the needs of its customers, including patients and their families.
  • Internal Business Processes: This perspective focuses on the hospital's internal processes, including the quality of care, patient safety, and staff performance.
  • Growth and Learning: This perspective focuses on the hospital's ability to learn and improve, including staff development, research, and innovation.

Results

Overall Performance of Sidikalang Regional Hospital

The results showed that overall, the performance of Sidikalang Regional Hospital was quite good. However, two of the four perspectives evaluated show poor performance. This finding shows the need for special attention from hospital management to indicators that are not functioning optimally, while maintaining and increasing good indicators.

Strategic Steps for Improvement

One of the recommended strategic steps is an increase in performance-oriented budget systems, which can help management in planning and managing resources more effectively. In addition, improving promotional strategies through training and continuous socialization to all employees are also very necessary. It is intended that all medical and non-medical staff can provide optimal services to patients, so that patient experience can increase and their satisfaction with the services provided can be maintained.

Conclusion

The Importance of Balanced Scorecard in Hospital Performance Appraisal

By conducting a comprehensive evaluation using the Balanced Scorecard method, Sidikalang Regional Hospital is expected to better understand their performance conditions. Through attention to performance indicators, strengthening the budget system, and increasing the capacity and quality of services, Sidikalang Regional Hospital has the opportunity to become a better hospital in providing services to the community. The results of this study are not only useful for hospital management, but also for other related parties in an effort to improve the quality of health services in the region.

Recommendations

Future Research Directions

This study provides a comprehensive evaluation of hospital performance using the Balanced Scorecard method. However, there are several areas that require further research, including:

  • The implementation of performance-oriented budget systems: This study recommends the implementation of performance-oriented budget systems to help management in planning and managing resources more effectively.
  • The development of promotional strategies: This study recommends the development of promotional strategies through training and continuous socialization to all employees to improve patient experience and satisfaction.
  • The evaluation of hospital performance using other methods: This study recommends the evaluation of hospital performance using other methods, such as the Malcolm Baldrige National Quality Award, to provide a more comprehensive understanding of hospital performance.

Limitations of the Study

Limitations of the Study

This study has several limitations, including:

  • The use of secondary data: This study used secondary data obtained from documentation, financial statements, medical records, and staffing data. While this data provides a comprehensive understanding of hospital performance, it may not reflect the current situation.
  • The use of primary data: This study used primary data collected through interviews with medical services and the distribution of questionnaires to 96 patients and 70 employees. While this data provides a more detailed understanding of hospital performance, it may not be representative of the entire hospital population.
  • The evaluation of hospital performance using a single method: This study evaluated hospital performance using a single method, the Balanced Scorecard. While this method provides a comprehensive framework for assessing hospital performance, it may not capture all aspects of hospital performance.
    Q&A: Hospital Performance Appraisal Based on the Balanced Scorecard Method in Sidikalang Regional General Hospital (RSUD) in 2020

Frequently Asked Questions

Q: What is the Balanced Scorecard method?

A: The Balanced Scorecard (BSC) method is a strategic management tool that provides a comprehensive framework for assessing various aspects of hospital performance. It involves evaluating the hospital's performance from four perspectives: finance, customers, internal business processes, and growth and learning.

Q: Why is the Balanced Scorecard method important for hospital performance appraisal?

A: The Balanced Scorecard method is important for hospital performance appraisal because it provides a comprehensive framework for assessing various aspects of hospital performance. It helps hospital management to identify areas that need improvement and to utilize existing forces effectively.

Q: What are the four perspectives of the Balanced Scorecard method?

A: The four perspectives of the Balanced Scorecard method are:

  • Finance: This perspective focuses on the hospital's financial performance, including revenue, expenses, and profitability.
  • Customers: This perspective focuses on the hospital's ability to meet the needs of its customers, including patients and their families.
  • Internal Business Processes: This perspective focuses on the hospital's internal processes, including the quality of care, patient safety, and staff performance.
  • Growth and Learning: This perspective focuses on the hospital's ability to learn and improve, including staff development, research, and innovation.

Q: What are the benefits of using the Balanced Scorecard method in hospital performance appraisal?

A: The benefits of using the Balanced Scorecard method in hospital performance appraisal include:

  • Improved hospital performance: The Balanced Scorecard method helps hospital management to identify areas that need improvement and to utilize existing forces effectively.
  • Increased patient satisfaction: The Balanced Scorecard method helps hospital management to improve patient satisfaction by focusing on the needs of patients and their families.
  • Enhanced staff performance: The Balanced Scorecard method helps hospital management to improve staff performance by focusing on the quality of care, patient safety, and staff development.

Q: What are the limitations of the Balanced Scorecard method in hospital performance appraisal?

A: The limitations of the Balanced Scorecard method in hospital performance appraisal include:

  • Complexity: The Balanced Scorecard method can be complex to implement and may require significant resources.
  • Subjectivity: The Balanced Scorecard method may be subjective and may not capture all aspects of hospital performance.
  • Limited scope: The Balanced Scorecard method may have a limited scope and may not capture all aspects of hospital performance.

Q: How can hospital management implement the Balanced Scorecard method in hospital performance appraisal?

A: Hospital management can implement the Balanced Scorecard method in hospital performance appraisal by:

  • Establishing a performance management team: Establish a team to oversee the implementation of the Balanced Scorecard method.
  • Defining performance indicators: Define performance indicators that align with the four perspectives of the Balanced Scorecard method.
  • Collecting and analyzing data: Collect and analyze data to evaluate hospital performance.
  • Developing a performance improvement plan: Develop a performance improvement plan to address areas that need improvement.

Q: What are the future research directions for hospital performance appraisal using the Balanced Scorecard method?

A: Future research directions for hospital performance appraisal using the Balanced Scorecard method include:

  • The implementation of performance-oriented budget systems: Research the implementation of performance-oriented budget systems to help management in planning and managing resources more effectively.
  • The development of promotional strategies: Research the development of promotional strategies through training and continuous socialization to all employees to improve patient experience and satisfaction.
  • The evaluation of hospital performance using other methods: Research the evaluation of hospital performance using other methods, such as the Malcolm Baldrige National Quality Award, to provide a more comprehensive understanding of hospital performance.