<![CDATA[Abstrak Puskesmas adalah fasilitas pelayanan kesehatan tingkat pertama yang melaksanakan upaya kesehatan yang berkesinambungan. Salah satu pelayanan yang diberikan di Puskesmas adalah pelayanan kefarmasian. Kinerja pelayanan kefarmasian di Puskesmas perlu dilakukan peningkatan mutu pelayanan agar pelayanan dapat berjalan secara optimal dan meningkatkan kepuasan pasien. Penelitian ini bertujuan untuk mengetahui gambaran kinerja pelayanan kefarmasian di Puskesmas X Kota Kudus dengan menggunakan metode Balanced Scorecard. Penelitian ini adalah penelitian deskriptif dengan metode pendekatan kualitatif dan kuantitatif. Instrumen penelitian ini berupa lembar pengamatan, kuesioner dan pedoman wawancara. Pengambilan sampel dan analisa data dilakukan sesuai dengan masing-masing indikator perspektif. Hasil penelitian menunjukkan indikator ITOR perspektif keuangan belum memenuhi standar (2018: 3,33; 2019: 2,73; 2020: 1,60). Hasil pengukuran perspektif pelanggan menunjukkan bahwa pelayanan yang diterima pasien sudah sesuai dengan harapan dari pasien pada tiap dimensi. Pada perspektif bisnis internal beberapa indikator (ketersediaan obat, stok expired date, kelengkapan PIO) masih belum memenuhi standar. Hasil perspektif pertumbuhan pembelajaran pada masing-masing dimensi masuk dalam kategori tinggi. Kata kunci: balanced scorecard; kinerja; pelayanan kefarmasian; puskesmas Abstract Puskesmas (Public Health Center) is the first-level health service facility that carries out continuous health efforts. One of the services provided in Puskesmas is pharmaceutical services. It is necessary to improve the quality of service in the performance of pharmaceutical services at the Puskesmas so that the service can run optimally and increase patient satisfaction. This study aimed to describe the performance of pharmaceutical services at Puskesmas X, Kudus City using the Balanced Scorecard method. This research was descriptive research with qualitative and quantitative approach methods. The research instruments used were observation sheets, questionnaires and interview guidelines. Sampling and data analysis were carried out according to each perspective indicator. The results of the study showed that the ITOR indicators from a financial perspective had not met the standards (2018: 3.33; 2019: 2.73; 2020: 1.60). The results of the customer perspective measurement showed that the service received by the patient was in accordance with the patient's expectations in each dimension. From an internal business perspective, several indicators (availability of obtain, stock expired date, completeness of PIO) still do not meet standards. The learning growth perspective in each dimension results in the high category. Keywords: balanced scorecard; performance; pharmaceutical services; puskesmas]]>
