การพัฒนารูปแบบคุณภาพบริการห้องตรวจศัลยกรรมระบบทางเดินปัสสาวะ งานผู้ป่วยนอก โรงพยาบาลมหาสารคาม

Abstract

Objective : To study the problems of service, the develop quality service and evaluate the effective of service Urology clinic in Out Patient Department of Mahasarakham Hospital. Before and after develop the quality service

Method : The purpose of this Action Research .The urology clinic in Out Patient Department of Mahasarakham Hospital. Before and after develop the quality service. 2 groups of 160 patients were selected though purpose sampling. Stake holder was selected health team. The research instruments consisted of the quality service, the patient expectation questionnaire, the patient satisfaction questionnaire, the model of service and the waiting time recording form. Data were analyzed using mean, standard deviation and t-test.

Result : The results show that the problem was as follow the waiting time of patients reduced 3 hour and 23 minutes. The level of the quality service, the patient expectation and the patient satisfaction was high. The development of the service model that the health team was meetings for developing service modelincluding follow the step of providing the service, the learning relaxation corner while waiting, examination at the time of appointment and the appointment was each time as appropriate. Evaluation of the service model showed that the waiting time after developing was lower than before development. As a result, the average
waiting times decreased from 3 hour and 23 minutes to1 hour and 54 minutes. The level of the quality service, the patient expectation and the patient satisfaction after developing was higher than before development at the signifcant