Performance Measurement Analysis of Moedjito Hospital with Balanced Scorecard Method from Customer Satisfaction’s Perspective

Abstract

The research objective was to determine customer/patient satisfaction in inpatient and outpatient installations; know consumer/patient retention in inpatient and outpatient installations and; to analyze the relationship between the length of treatment again with customer/patient satisfaction at the inpatient installation as well; analyze the relationship between the length of treatment again with customer/patient satisfaction at outpatient installations. The results showed that the level of patient satisfaction at the inpatient and outpatient installations described in the six indicators of satisfaction, the majority of which had good patient satisfaction. The results of the profitability measurement show that there is a decrease in the level of consumer profit, this condition is not good for hospital management. There was an increase in retention in outpatient and emergency departments, while hospitalization and use of operating rooms decreased. There was an increase in acquisitions in inpatient installations and the use of operating rooms while outpatient care and emergency services decreased. The results of the cross-tabulation and symmetric measure in hospitalization have a correlation value of 0.084 with a significance level of 0.331, the significance value is above 0.05, so Ho is accepted H1 is rejected, this indicates that there is no relationship between the length of treatment and patient satisfaction. While the cross-tabulation and symmetric measure on outpatient care, there is a correlation value of 0.122 with a significance level of 0.256, the significance value is above 0.05, so Ho is accepted H1 is rejected, this indicates that there is no relationship between the length of treatment and outpatient satisfaction.