Analysis of Health Human Resources Performance with HR Scorecard and AHP
DOI:
https://doi.org/10.37287/ijghr.v8i5.2449Keywords:
analytical hierarchy process, healthcare workforce, hospital performance, human resource scorecard, key performance indicator, strategic managementAbstract
Human resource performance is essential for ensuring hospital service quality and organisational sustainability. At the Islamic Hospital of Lumajang, several key performance indicators, including training budget realisation, new patient acquisition, medical record completeness, and medication dispensing timeliness, remained below organisational targets, highlighting the need for a comprehensive performance measurement system. Objective: To analyse healthcare human resource performance using the Human Resource Scorecard (HRSC) integrated with the Analytical Hierarchy Process (AHP). A descriptive evaluative study was conducted using the HRSC framework across four perspectives: financial, customer, internal business process, and learning and growth. Indicator priorities were weighted through AHP based on assessments from six hospital managers. Secondary KPI data from 2023–2024 were analysed to generate weighted performance scores. The learning and growth perspective received the highest priority weight (0.53), followed by internal business process (0.27), financial (0.14), and customer (0.06). The overall weighted human resource performance score increased from 4.23 in 2023 to 4.43 in 2024, both categorised as very good. High-performing indicators included compliance with the Six Patient Safety Goals, a 100% competency examination pass rate, prompt complaint handling, and effective interprofessional clinical coordination. Lower-performing indicators were training budget realisation, new patient acquisition, medication preparation timeliness, and medical record completeness. Human resource performance was categorised as very good. However, strengthening staff development, medical record documentation, medication service efficiency, and patient acquisition strategies remains necessary to sustain hospital service quality.
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