Development of a Healthcare Service Chatbot for Bang Toei Subdistrict Health Promoting Hospital, Sam Khok District, Pathum Thani Province

Donnacha   Itsariyapanan; Sarana  Photchanachan

Authors

Donnacha Itsariyapanan Faculty of Management, Shinawatra University
Sarana Photchanachan Faculty of Management, Shinawatra University.

Keywords:

Chatbot, Primary Healthcare, LINE Official Account, Lean Management, User Satisfaction

Abstract

This study employed a quasi-experimental one-group pretest–posttest design combined with a Research and Development (R&D) process to develop and evaluate a healthcare service chatbot system for Bang Toei Subdistrict Health Promoting Hospital, Sam Khok District, Pathum Thani Province. Lean Management principles applied to system development. The chatbot was developed through the LINE Official Account platform to provide information on operating days and hours, healthcare services, physicians’ schedules, appointment services, and pre-service guidelines. The sample consisted of 100 service recipients selected by simple random sampling. The research instruments included the healthcare service chatbot system and a satisfaction questionnaire. Data were analyzed using frequency, percentage, mean, standard deviation, and paired t-test.

Research findings indicate that the development of a chatbot system for health services at the Bang Toei Sub-district Health Promoting Hospital—implemented via the LINE Official Account platform enables the convenient and rapid provision of information regarding operating hours, health services, doctor schedules, queue booking, and pre-service preparation. It was found that user satisfaction scores following the use of the healthcare chatbot system were statistically significantly higher than those prior to its implementation across all aspects. Overall user satisfaction increased by 1.11 (95% CI 1.00–1.22; p < 0.001), a statistically significant difference. An analysis of specific dimensions revealed statistically significant increases in satisfaction regarding content, design, and usability (p < 0.001).

Conclusions: The health service system for Bang Toei Subdistrict Health Promoting Hospital that user satisfaction with health information service.

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