Performance Appraisal in Pharmacy Department Sultan Agung Islamic Hospital by Balanced Scorecard Approach on Internal Business Perspectives
AbBSTRACT: Performance appraisal using Balanced Scorecard on internal
business process perspective offers a comprehensive solution for performance appraisal
in public organization especially in a hospital.
Objective: to study the performance of pharmacy department in Sultan
Agung Islamic Hospital using Balanced Scorecard from internal business perspective.
Methods: Object of the study is the Sultan Agung Islamic Hospital
installation of pharmacy. This research is a descriptive observational study.
Data were obtained prospectively and then categorized and grouped as
quantitative and qualitative data. Qualitative data were gathered from in depth
interview with head of pharmacy department Sultan Agung Islamic Hospital.
Quantitative data were gathered from direct observation on drugs prescription
surveys.
Result : Performance perspective on internal business process include: a.
Level of availability of drugs in pharmacy department Sultan Agung Islamic Hospital
is good with average 98%, b. Level of outpatients admittance in installation of
pharmacy Sultan Agung Islamic hospital indicated the average of 66%, it means
that installation of pharmacy have lost customers for outpatients as much as
34%.
Conclusion: Performance in pharmacy installation of Sultan Agung Islamic
Hospital is not in a good criteria, therefore improvement is needed.
Author: Indriyati Hadi
Sulistyaningrum, Ken Wirastuti, Arifin Santoso, Muhammad Mujib Afif M.
Journal Code: jpkedokterangg160046
