The Satisfaction of Patient-service in Queen Sirikit National Institute of Child Health, Bangkok, Fiscal year 2021

Abstract

Background: Queen Sirikit National Institute of Child Health is a tertiary hospital, providing excellent treatment and referrals to pediatric patients with complex disease. The satisfaction and expectations of service are an important part of the development of the service. This study is the satisfaction survey provided by Queen Sirikit National Institute of Child Health, Fiscal year 2021. The objective was to examine the level of satisfaction of the hospital service department and the correlation between the level of satisfaction with the right to medical treatment and type of treatment services. Methods: this study is retrospective study used Descriptive Statistics and Inferential Statistics. The sample of 17,563. This instrument used in this study was the questionnaire of the Hospital Quality Department. The questionnaire was general information, the satisfaction toward the hospital services and the open-ended questionnaire. The statistics used for the data analysis were Descriptive Statistics, Independent sample t-test, one-way ANOVA and Content analysis respectively. Results: The satisfaction of guardians of children is in all 8 parts were at the highest level. The correlation of the satisfaction and the right to medical treatment and the correlation of the satisfaction and the hospital service were significant different p-value 0.05 in all 8 parts. Suggestions were about the service place the highest which is 58.66 percent, the services provider is 39.29 percent and the long waiting time is 9.05 percent respectively. Conclusion: The service satisfaction and the suggestions were very important to know the needs of the clients and solve the problems to meet the satisfaction of the clients. The results of the study will be helpful and used for developing the better health service system of the Queen Sirikit National Institute of Child Health.