IMPROVING EMPLOYEE PERFORMANCE USING HUMAN RESOURCE MANAGEMENT STRATEGY IN HEALTHCARE SERVICE (CASE STUDY IN PRIMARY CLINIC ‘Z’)

• Main Author: Ratnasari Santoso, Octaviani
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/33080
• Institution: Institut Teknologi Bandung

Problems regarding health in Indonesia are not new anymore, but have been a problem since the beginning of this country was established. The high number of patient visits to health centers such as hospitals, health centers, private clinics, private doctor practices, and others - is one of the factors that the Indonesian population needs more and more affordable health facilities in the hope that they can immediately get health services and recovery. Since the Social Security Organizing Agency (BPJS) has been held, many Indonesians carry out treatment with the BPJS national health insurance program through clinics, health centers and if they have to be referred they can go to the hospital at a relatively low cost each month. One of the participants who cooperated with the BPJS program was the clinic. One of the highlights in this research is the Primary Clinic 'Z' in the city of Bandung. This clinic serves more than 3000 BPJS patients. With this large number of patients, of course the clinic must have a competent workforce in order to provide optimal service and according to the standards set out in the PERMENKES (Regulation of the Minister of Health) Number 9 of 2014 Republic of Indonesia. In this study, researchers used qualitative research methods with the type of case study. This is because employees are very few and so they can get more accurate and in-depth data. The data collection method uses 3 methods, namely: interviews, observations, and clinic data. To help find the main causes among all the problems that arise, a fishbone diagram is made. The problem faced by Primary Clinic ‘Z’ is the lack of workforce that is in accordance with the PERMENKES resulting in some people having multiple jobs. Another problem is because there is no job description and payroll calculation system that can be said to be unfair. For this reason, human resource management is needed at the Primary Clinic 'Z'. One of the most important processes in human resource management is performance management. Strategic and integrated performance management is a way to achieve success in achieving goals for organizations by improving the performance of the people who work in them, paying attention to the ability of individuals or teams and developing their abilities in achieving company goals. After being identified, there are several steps that must be done, namely making a job analysis, conducting new workforce recruitment and also placing employees in accordance with their competencies, conducting training and development, creating Key Performance Indicators (KPI) and proposing a new payroll system. In determining KPI, researchers used the Analytical Hierarchy Process (AHP) method. The AHP method itself determines the things that must be the priority scale for each position in the clinic. In the final section, a table that contains plans for the implementation of human resource development for employees at the Primary Clinic ’Z' has been compiled. Overall, the implementation plan consists of 7 phases and the estimated time needed is around 1 year, with the responsibility for the process of implementing the following schedule in the PIC from the clinic or perhaps a human resources consultant.