Development of Outpatient Nursing Service System toward Smart Hospital according to New Normal service model at Si Chomphu Hospital, Khon Kaen Province

Abstract

The objectives of this action research are to study the situation of the outpatient nursing service system and to develop the outpatient nursing service system for Smart Hospital according to the new typical service model. The sample size is 60 hospital personnel and 380 hospital clients. The collected data from behavioral observation, individual in-depth interviews, and questionnaires. The data analysis by mean, percentage, paired t-test, 95% Confidence Interval, and content analysis. The results that the respiratory infected patients receive services along with the general patients, urgent patients obtain delayed medical service, congestion in service areas is presented, and the duration of waiting for each one takes quite long. The development model consists of 3 phases: 1) Pre-hospital phase: Telemedicine for the community can reduce congestion in the hospital; 2) In-hospital phase: One Stop Service and Lean system can decrease waiting duration, with queues checking system in cellphones,  wireless tracker that can notify the queue, Triage procedures and care during waiting for examination; 3) Post-Hospital phase: Time-lapse appointment scheduling for telemedicine, telepharmacy,  Line application, postal medication delivery services, and the development of service behavior towards Excellence Service. Evaluate the personnel’s service based on satisfaction individually through QR codes. The evaluation results of the development pattern indicate that service users and personnel both before and after in terms have expectations of safety awareness, reducing congestion, and accessing services, with statistically significant differences (p-value < 0.05).