Development of an Outpatient Service Model to Reduce Waiting Time and Alleviate Overcrowding at Phon Hospital, Phon District, Khon Kaen Province

Abstract

This action research aimed to develop an outpatient service model that reduces waiting times and congestion at Phon Hospital, Khon Kaen Province. This approach incorporates the Smart Hospital concept with modern management theories to enhance service efficiency and quality. The project involved environmental improvements, patient screening systems, and the implementation of digital technologies such as smart queueing systems, kiosks, QR code appointments, and telemedicine services. Data collection utilized a variety of tools, including focus group interviews, service duration and physician visit time records, staff questionnaires, and patient satisfaction assessments. Results revealed a decrease in the average number of patients per month from 7,810 to 7,455 (a 4.55% decrease). Average waiting times decreased from 95 minutes to 83 minutes, and patient satisfaction increased to 92.31%. Furthermore, patients with chronic diseases tended to use telemedicine and advance appointment systems more. This results in efficient resource management, reduced congestion, and improved overall service quality. Discussions indicated that the integration of digital technology with systematic planning can reduce redundancy, increase agility, and better meet patient needs. However, there are still limitations in terms of time and the availability of some personnel. Therefore, it is recommended to expand the intelligent system to cover all departments, develop a workforce planning model, and conduct long-term evaluations to ensure the sustainability of the service model.