Study and development of One-stop Service Crisis Center (OSCC) system in the public health services, Ministry of Public Health

Abstract

This study is a document-based research aimed to examine: 1) the situation of domestic violence victims seeking services at the One-stop Service Crisis Center (OSCC), 2) the service processes of the OSCC, and 3) approach development to improve and enhance the service standards of the OSCC. The sample consisted of data on 16,890 children, women, and family members who experienced domestic violence, drawn from records between October 2022 and September 2023. The research was conducted through a review of relevant documents and studies, as well as the development of guiding questions aligned with the study objectives. Data were analyzed using descriptive statistics and content analysis.

Findings: 1) Regarding the situation of domestic violence victims seeking services at the OSCC, the majority of service users were females, accounting for 89.45%. The most common age group (36.48%) was 10-20 years old. Four main factors influencing the occurrence of violence were individual, family, behavioral, and media-related factors. 2) The service processes of the OSCC were catagerized into medical and public health services which provide screening and medical treatments, legal services which assist with legal proceedings, and social welfare services which coordinate with relevant agencies and record data for reimbursement claims from the National Health Security Office (NHSO). 3) Regarding approaches to improving the service standards of the OSCC, it was found that clear establishment and consistent operational standards to enhance the efficiency of support for domestic violence victims were in need, especially facilities, equipment, personnel, and service delivery. The Office of Permanent Secretary, Ministry of Public Health should develop operational standards aligned with international principles and collaborate with the NHSO to create benefit package for domestic violence victims in order to improve service  capacity in healthcare facilities nationwide.