The Development of Foreigner Healthcare Service System, Foreign Customer Center, Udonthani Hospital

Abstract

The development of a healthcare service system can directly impact quality and patient satisfaction. This action research was aimed at developing the healthcare service system for foreign patient and improving its results. A total of 120 participants were selected through purposive sampling which included 30 hospital staffs who provided services at the Outpatient Department in Udonthani Hospital, and 90 foreign patients with chronic diseases. Planning, action, observation and reflection were all include in the development processes. The data was collected through semi-structured questions, questionnaires, record forms and satisfaction assessments. Content validity was checked by three experts and was at 0.97, 0.98 ,0.85, 0.87 respectively. The reliability of opinion and satisfaction questionnaires was tested through Cronbach’s alpha coefficient at 0.73 and 0.78 respectively. Descriptive statistics, paired- T test and content analysis were utilized in this study.

          The results showed that 1) problems with the service were the negative attitudes, inadequate English language skills of the hospital staffs, and the process of services were complicated and had long waiting time (queues and period), additionally the foreign customer center was cramped space, few parking lot and uncleaned toilets, the different culture and language of foreign patients lead to difficulties in communication and misunderstandings. 2) The development system included modification of the service procedures and staff roles, queueing management, coordination management, and providing information while waiting. 3) Evaluating the results after three months of the implementation showed there was an increase in the mean score relating to foreign customer satisfaction from a good level ( =4.12±0.58) to an excellence level ( =4.62 ±0.63). Comparing mean service waiting time between before and after the process development, there was 37.5% decrease from 168±0.68 minutes to 105±0.58 minutes with statistically significant (p=0.017 and p=0.03) respectively. Furthermore, the hospital staff felt that the development processes supported the services with more benefits of effectiveness and satisfactions. They had an agreement at a high level ( =3.80±0.96)

          Based on the results of the study, develop English skills for hospital staffs to improve communication aspect and create nursing standards for foreign patients should be done.