The Improvement of Service Behavior and Outcome Evaluational the Out Patient Department, Lamphun Hospital

Abstract

        The purposes of this research were twofold as follows: Firstly, to study the improvement method of service behavior in providers; secondly, to study outcome of service in service users at the Out Patient Department at Lamphun Hospital. Data were collected, by using participant and non-participant observations of the improvement method of service behavior from 400 providers, and using questionnaires of satisfaction of service users from 400 service users. Data were analyzed through uses of content analysis, frequency, percentage, mean, and standard deviation. In addition, a t-test and an Analysis of Variance were used to compare the levels of satisfaction between and among those statuses of the respondents. The results were as follows: Providers could discuss and learn together to improve service behavior at good level in the improvement method of service behavior. They could be applicable as service at the Out Patient Department. The service users were satisfied with the services provided at the Out Patient Department by having the mean at high level of satisfaction with the items of service quality, doctor’s service, nurse’s service, and the services from other units concerned. The fair level of satisfactions responded were the service convenience, personnel’s human relation, service coordinating and data providing for the users, and the aspects of service equipment, space, and environment. There were no significant differences between satisfaction level of the respondents as compared by the respondents’ sex and age. The findings revealed that there were significant differences between the respondents having a secondary education level and those who earn higher education levels. Furthermore, significant differences existed among the respondents having difference occupations, and also earning difference incomes. Finally, the problem and suggestion made were that the details about the illness and the speed of examining and medical treatment services should be solved.