Performance of K.R.M.T. Wongsonegoro Regional Hospital, Semarang City Based on Balanced Scorecard

Abstract

This research aims to analyze, assess, and measure the performance of Regional General Hospitals using the Balanced Scorecard approach at K.R.M.T Wongsonegoro Regional General Hospital in Semarang. This research uses a quantitative descriptive method. The data used consists of primary and secondary data. Secondary data was obtained from financial reports, medical records, and human resources reports from 2022 to 2024. Meanwhile, primary data was collected through the distribution of questionnaires to patients and hospital staff. The research results indicate that the hospital's financial performance from 2022 to 2024 is rated as very good in terms of score, but the total asset turnover ratio (TATR) and Cost Recovery Rate (CRR) remain below the standard. From the customer perspective, the hospital's performance over the three-year period is considered good, but customer retention has been declining year by year. However, from the internal business process perspective, performance is inadequate because indicators such as Bed Turn Over (BTO), Gross Death Rate (GDR), and Net Death Rate (NDR) have not met the standards set in Ministry of Health Regulation No. 1171 of 2011. Meanwhile, from the growth and learning perspective, hospital performance shows good results, although employee training has been declining each year. Overall, the performance of RSD K.R.M.T Wongsonegoro based on the four perspectives of the Balanced Scorecard can be categorized as very good. Management is advised to pay more attention to indicators showing poor or adequate results, while maintaining those that have demonstrated good performance, to support future improvements in hospital performance.