Hospital Performance Measurement with the Balanced Scorecard

Company performance measurement is crucial to support development in business sustainability. From a financial and non-financial perspective, performance is one of the aspects that involve customers, internal business processes, and business sustainability. The study was conducted at a regional general hospital to measure its performance using a balanced scorecard. The data were collected by distributing questionnaires, performing interviews, observations, and deriving hospital historical data. Calculations of financial ratios, customer acquisition and retention, customer satisfaction, descriptive analysis of internal business processes, and employee satisfaction levels are also elaborated in terms of growth and learning during work. The evaluation results of the business assessment are delivered as follows: hospital finances are categorized as economical and effective but not yet efficient; patients are satisfied with the existing services and facilities, yet the hospital is still unable to encourage the trust of new customers; the internal business processes run by the hospital are categorized as quite good; and from the perspective of growth and learning, it is found that hospital’s employees are not satisfied with work development.