Development of a complaint management model in the situation of the COVID-19 pandemic Samut Prakan Provincial Public Health Office.

Abstract

Action research aims to study the factors affecting complaint management and propose guidelines for improving the quality of complaint management during the COVID-19 outbreak. The study was conducted through in-depth interviews with 10 relevant competent officials, content analysis, and synthesizing a model for quality improvement in complaint management. The results showed that factors affecting complaint management include: 1. Competent staff both manpower and risk 2. Entrepreneur 3. Support resources and 4. Policy on COVID-19 control. Guidelines for improving the quality of complaint management in the COVID-19 outbreak to comply with the social Distancing policy to prevent the spread of COVID-19 with the 3P principles: 1. P: Priority, there is a screening of receipts. Only those that meet the mission responsibilities Complaints are prioritized. Emphasis is placed on severe impacts or broad impacts first. 2. P: Plan There is a clear plan of action. Technology such as video calls is used to assist in monitoring. If it is necessary to visit the area prepare the relevant laws, tools, vehicles, and documents. 3. P: Perfect to achieve verification and knowledge exchange. Therefore, a Case Conference was organized for interesting or broad and severe impact cases. resulting in being able to help work interchangeably If the main in charge person was on a mission related to COVID-19 and increase operational efficiency.

Keywords: complaint, COVID-19, consumer protection, health product, Provincial Public Health Office