Retrospective Study of Prima Facie Complaints According to Section 57 and 59 of National Health Security Act, B.E. 2545 in Health Settings in the 6th Health Service Region

Abstract

           Prima facie complaints according Section 57 and 59 of National Health Security Act, B.E. 2545 is the way to reflect clients’ voices toward health services receiving from health setting. It is an official channel to conceive right protection among patients and their relatives. This descriptive study aimed to conduct the preliminary analysis of prima facie complaints according Section 57 and 59 of National Health Security Act, B.E. 2545 in health settings in the 6th Health Service Region. Data were retrieved from the data base of the Complaint Processing Center, National Health Security Office from October, 2015-  September, 2016. Frequency and percentage of prima facie complaints were analyzed by types, provinces, service settings, personnel groups, service units and operating time.

          The results showed that there were 162 prima facie complaints. “Not receiving services”, as the National Health Security Act stated’ was the highest compliant (38.30%). Moreover, the highest complaints classified by specific issues were found as follows: 1) at Samuthprakan province (51.58%), 2) in a doctor group (40.85%), 3) in community hospitals (37.65%), 4) when seeking emergency medical services (35.18%), and 5) during a morning period (69.15%). The main cause of complaints was the lack of understanding about patient’s rights among health providers and patients/relatives.