Health services quality development of Korkho sub-district health promoting hospital, Muang Surin district, Surin province

Abstract

Currently, complaints about the quality of health services are increasing particularly in sub-district health-promoting hospitals. These complaints often concern service behavior and delays. Previous research and development efforts suggest that service quality and user satisfaction can be enhanced, but the specific components that contribute to these improvements remain unclear. This study employed a research and development approach using the Plan-Do-Check-Act (PDCA) cycle and applied the 4M2T administrative framework to identify and guide the development components. Methods:

The study was conducted in two phases. Phase 1 involved analyzing the situation, problem context, and root causes through interviews with 23 representatives from the sub-district health network. Phase 2 focused on developing service quality and evaluating the outcomes by assessing the satisfaction of 222 service recipients using a questionnaire. Descriptive statistics were used to analyze satisfaction levels, and paired t-tests were employed to compare satisfaction before and after the intervention. Results: The findings revealed that most participants identified the "Man" component as the most critical, followed by "Methods" and "Time." Quality development was carried out based on the insights from Phase 1. After implementation, overall satisfaction, as well as satisfaction in each component, reached the highest level. The differences in satisfaction scores before and after development were statistically significant. Conclusion: This study was conducted under a specific context. The results are only from the elements in the context studied. Therefore, there are limitations for general application. However, the study shows the development process and clear consideration of elements, leading to development that is consistent with the needs. Readers can apply it to other contexts as appropriate.