THE CLIENTS’ SATISFACTION OF OUT-PATIENT DEPARTMENT SERVICE IN SOMDETPHAPHUTALERTLA HOSPITAL

Abstract

            The objective of this research was to study the clients’ satisfaction with the service provided by the Out-Patient Department (OPD) at the Somdetphaphuthalertlla Hospital in four areas, namely service process, staff, facilities, and service quality. The samples of this study were 428 service receivers, in the clients in Out-Patient Department (OPD) at the Somdetphaphuthalertlla Hospital between May-June 2019. The sample was selected based on a simple random sampling. Total 428 respondents were asked to fill out the questionnaire at the service point. The research instruments were a questionnaire asking data about 1) a general information 2) a satisfaction survey for hospitals under the Office of the Permanent Secretary, Ministry of Public Health in 2018 to ask about clients’ satisfaction with OPD service at the Somdetphaphuthalertlla Hospital, and 3) an open-ended questionnaire. Data were analyzed using frequency distribution, percentage, mean, and standard deviation.

            The results of this research indicated that overall satisfaction with the service provided by the Out-Patient Department (OPD) at the Somdetphaphuthalertlla Hospital was at a high level ( =3.83, SD = .86). When individual aspects were considered, an aspect with the highest mean was staff ( =3.95, SD = .94), followed by service process ( =3.84, SD = .90), and service quality is the lowest ( =3.73, SD = .77). The clients were suggested to increase the number of Dispensing rooms and improve the faster performance of the Dispensing Department’s management system.