Satisfaction on e-referral healthcare service of the National Health Security Office in Bangkok area
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Abstract
This research is a cross-sectional study to determine the satisfaction level of customers who utilized electronic referral healthcare system supported by National Health Security Office (NHSO) within Bangkok area. The study population consisted of 295 participants (95 males and 197 females). All questionnaires were returned. Statistical methods used were frequencies, percentage, arithmetic mean, standard deviation, Chi-square and Pearson’s Correlation Coefficient.
The results showed that respondents’groups were 66.80%patients and 69.20% were female, 25.40% were age group range between 41-50 years old, 50.10% had income less than 10,000 baht per month, 25.10%held educational level of Vocational Certificate/ High Vocational Certificate, 29.20% self-employed. Total satisfaction was moderately satisfied. The average level of satisfaction was 3.38. When considering each aspect, it was found that the results of referral patients had the highest mean of 3.45. and the lowest coordination service was 3.33. The overall service quality perception of users was at a high level. The average level was 3.41. There was a moderate level of social support among patients as service users and its average level was 3.22. Overall service quality had statistically high association with e-referral service satisfaction (r = 0.730, p <0.001). The social support of service users had a relationship with the service satisfaction (r = 0.457, p <0.001).
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References
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