Elevating Food Quality for a Better Experience at Bangkok Hospital Phuket

Abstract

Background : Bangkok Hospital Phuket is a leading private hospital that serves Thai and international patients. A patient satisfaction survey on food services conducted in 2019 showed that 78.68% of the overall food service satisfaction score (target >79%) fell below the hospital’s target accompanied by continuous service complaints. Consequently, the hospital adopted the hospital food service satisfaction survey as a tool to assess satisfaction in areas such as food services, meal service quality, and staff and service issues.

Objective : The purpose of this study was to enhance the quality of food and service by utilizing the design thinking process to improve the overall dining experience, focusing on taste, presentation, and customer satisfaction.

Methods : This study used a hospital food service satisfaction survey with 22 items and an assessment of food service satisfaction at Bangkok Hospital Phuket.

Results : The results of satisfaction with food services after designing the food service with a redesign of food services were implemented using Design Thinking in 2020. During 2020-2021, patient satisfaction data were collected following research methodology, showing a statistically significant improvement in satisfaction (p < .005). In 2023, complaints surfaced regarding the limited menu variety, particularly restrictions on pork-based dishes. Consequently, a food service offering was developed that included pork dishes without affecting Muslim patients. Before establishing this service protocol, a Failure Mode and Effect Analysis tool was employed to assess potential risks and develop services aimed at minimizing and preventing these risks with the new service. In 2024, a Halal Assurance & Liability Quality System was implemented to ensure the quality of halal food production. This quality system was developed to meet halal standards, enhance service quality, and create an improved experience for all patients.

Conclusion : The quality of food and service can be improved by applying the design thinking process to enhance patient experience. This requires the integration of various quality tools and continuous monitoring to achieve ongoing improvements and better outcomes over time.