Narrative Review: Penerapan Sistem Key Performance Indicators untuk Pengelolaan Apotek yang Optimal
DOI:
https://doi.org/10.31941/benzena.v5i01.7976Kata Kunci:
apotek, balanced scorecard, manajemen kinerjaAbstrak
Pendahuluan: Apotek sebagai fasilitas pelayanan kefarmasian dituntut memberikan layanan berkualitas di tengah meningkatnya kompleksitas operasional dan ekspektasi masyarakat. Tantangan seperti kesalahan dispensing, ketidakpatuhan terhadap standar pelayanan, dan ketidakefisienan pengelolaan persediaan dapat memengaruhi keselamatan pasien serta keberlanjutan operasional. Oleh karena itu, diperlukan instrumen pengukuran kinerja berbasis data untuk mendukung perbaikan mutu berkelanjutan.
Tujuan: Narrative review ini disusun untuk mengkaji konsep dasar KPI dalam pelayanan kefarmasian, mengidentifikasi indikator yang relevan beserta faktor yang memengaruhi implementasinya, serta merumuskan kerangka penerapan KPI berbasis Balanced Scorecard di apotek.
Metode: Penelitian menggunakan metode tinjauan naratif dengan pendekatan deskriptif-kualitatif. Literatur diperoleh dari Google Scholar, PubMed, dan ScienceDirect menggunakan kata kunci terkait KPI, manajemen apotek, Balanced Scorecard, dan pelayanan kefarmasian. Artikel yang memenuhi kriteria inklusi dianalisis untuk mengidentifikasi indikator KPI, faktor pendukung dan penghambat, serta strategi penerapannya.
Hasil: Hasil kajian menunjukkan bahwa KPI apotek dapat diklasifikasikan ke dalam empat domain utama, yaitu operasional, klinis, finansial, dan kepuasan pasien. Implementasi KPI dipengaruhi oleh faktor pendukung seperti kepemimpinan manajerial, kesiapan SDM, ketersediaan sistem informasi terintegrasi, dan kesesuaian indikator dengan konteks lokal. Sebaliknya, hambatan utama meliputi rendahnya pemahaman staf terhadap konsep KPI, keterbatasan sistem pencatatan digital, dan belum tersedianya standar baku KPI untuk apotek komunitas. Penerapan kerangka Balanced Scorecard dinilai relevan untuk mengintegrasikan berbagai perspektif kinerja apotek secara menyeluruh dan terukur.
Kesimpulan: KPI merupakan instrumen efektif untuk mengukur dan meningkatkan kinerja apotek secara objektif. Penerapan KPI berbasis Balanced Scorecard berpotensi meningkatkan mutu pelayanan kefarmasian dan mendukung keberlanjutan operasional apotek.
Unduhan
Referensi
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