การประเมินคุณภาพการให้บริการคลินิกเวชศาสตร์ครอบครัวโรงพยาบาลนครปฐม โดยใช้แบบสอบถามประเมินเวชปฏิบัติทั่วไป/เวชปฏิบัติครอบครัว (GPAQ) ฉบับภาษาไทย

บทคัดย่อ

Objective : To assess the quality of service in the family medicine out-patient clinic in six dimensions : accessibility, helpfulness of receptionists, continuity of care, communication skills of doctors, enablement (patients’ knowledge of self care plan after consultations) and overall satisfaction

Research method : A descriptive study was conducted by interviewing patients attending the outpatient department of family medicine between November 2552 to April 2553. Every question was calculated in GPAQ scores out of total 100 scores.

Results : Patients attended the family medicine clinic with mainly chronic diseases. Evaluation of accessibility of services it was found that the majority of patients attended more than seven times per year and could meet the doctors in 65.83 percent of cases. Feelings about the pending inspection period, most of patients felt good or very good in 67.5 percent. About the reception most of patients (58.33 percent) replied that they had been welcomed by staffs in good to excellent levels .In item of continuity it was disclosed, most of patients had met their doctors and felt that occured to the doctor remained a great appreciation. About the item of communication : in senses of doctors’ history asking and listening to what patients said both were felt in the good to excellent levels. The abilities to care for theirselves of the patients after meeting the doctors remained the same, less or a little better. Finally about satisfaction of clinical services, 69.17 percent were satisfied with the service, followed by a very satisfied and satisfied as possible. 10.83 percent and 5.83 respectively, based on overall satisfaction 85.83 percent.

Conclusion : Applying Questionnaire General Practice / Family Practice (GPAQ) Thai version was effective assessment of quality of services of Family Practice Clinic, obtaining basic critical informations for further analysis and enhancing better medical services.