Enhancing the Quality of Outpatient Services with the Smart Hospital Concept at Ban Rai Hospital

Abstract

This study aimed to evaluate the effects of implementing a smart hospital model on the quality of outpatient services at Ban Rai Hospital focusing on service efficiency indicators patient and staff satisfaction and perceived experiences of stakeholders A mixed methods design was employed The quantitative sample comprised 448 participants including 428 patients or relatives and 20 staff members selected by systematic random sampling Service efficiency data were obtained from the hospital information system for at least ten working days before and after implementation Qualitative data were collected through in depth interviews with 10 patients and 5 staff and were analysed using content analysis Descriptive statistics and paired sample t tests were used for quantitative analysis After implementation mean waiting time decreased from 120.00 to 105.50 minutes t = 9.214 P-value < 0.001 the number of service steps decreased from 7 to 5 t = 12.006 P-value < 0.001 service area crowding decreased from 58.20 to 44.50 persons per hour t = 8.528 P-value < 0.001 and the mean number of outpatients per day increased from 98.50 to 121.30 persons t = −7.334 P-value < 0.001 Patient satisfaction scores increased from 3.95 to 4.45 t = −10.127 P-value < 0.001 and staff satisfaction from 3.80 to 4.32 t = −7.958 P-value < 0.001 Qualitative findings supported the quantitative results indicating clearer service processes more predictable queues reduced confusion and improved workflow and patient tracking although some staff reported a period of adaptation and additional support needs for older or less digitally literate patients The findings suggest that implementing a smart hospital model can effectively enhance outpatient service quality and may inform service development in similar community hospital settings