ANALYZING BHINA BHAKTI HUSADA HOSPITAL'S PHARMACY PERFORMANCE THROUGH BALANCED SCORECARD METHOD
This study evaluates Bhina Bhakti Husada Hospital's Pharmacy Installation performance using the Balanced Scorecard. Financially, Inventory Turnover Ratio (ITOR), Growth Ratio on Sales, and Gross Profit Margin were assessed. ITOR increased (3.8 to 7.26), but remained below norms. Growth Ratio on Sales rose (10.2% to 46%), improving sales. Gross Profit Margin enhanced (23.4% to 35.2%), indicating better profitability. The customer perspective focused on service quality and satisfaction. Servqual analysis and Importance Performance Analysis (IPA) indicated service quality fell short of expectations, yet met ministry standards. Internally, dispensing time met service criteria, but drug availability (88.7% to 92%) suffered due to stock and procurement issues, though fast service was enabled by information systems. Training participation grew (80% to 85%), while employee turnover (21% to 30%) remained high, denoting retention challenges. Dominant delegative leadership style and positive organizational culture were noted. Overall, Pharmacy Installation showed financial growth, sales improvement, and efficiency. Challenges in customer satisfaction, drug availability, and employee retention suggest the need for hospital action to enhance performance and satisfaction.
Performance Evaluation, Balanced Scorecard, Pharmacy Installation, Financial Perspective, And Customer Satisfaction.