Factors Affecting Satisfaction in Using Health Services at Primary Care Units and Network of Primary Care Units in Prachuap Khiri Khan Province

Abstract

Background: Primary health care units or networks of primary health care units are considered "levers" in the health system that will make Thai people healthy. This is considered an important mission of the Ministry of Public Health. Therefore, it is essential to measure service quality, which directly affects the feelings of service recipients about the primary care unit and the primary care network, whether positively or negatively. Service satisfaction is the feeling or attitude of the service user after receiving the service or during the service, achieving the goal or receiving a service that matches what the service user expected. To achieve continuous and sustainable development of the health service system.

Objective: This research aimed to study the factors affecting the satisfaction in using health services at primary care units and primary care unit networks (PCU/NPCU) in Prachuap Khiri Khan Province.  

Method: The research is descriptive research. The sample group was people aged 18-60 years living in the areas under the responsibility of 23 primary care units and primary care unit networks (PCU/NPCU) By accidental sampling, 460 people were recruited. The research was conducted from July 2024 to February 2025. The research instrument was a questionnaire divided into 3 parts: Part 1: general information; Part 2:expectations for the quality of health services; Part 3:satisfaction with using health services. Data were analyzed using frequency, percentage, mean, standard deviation, Pearson's product moment correlation coefficient and and stepwise multiple regression analysis.

Results: The results of the research found that most of the sample groups had a high level of satisfaction in using health services overall ( =3.88, S.D.= 0.77). When considering each aspect, it was found that they were most satisfied with proactive services ( =4.07, S.D.=0.79), followed by networking and participation ( =3.97, S.D.=0.81), continuous services ( =3.80, S.D.=0.81), and information and consultation services for the public ( = 3.73, S.D.=0.92). Factors affecting satisfaction in using health services at primary care units and primary care unit networks (PCU/NPCU) were statistically significant at the 0.05 level with a multiple correlation coefficient (R) of 0.856 and able to predict satisfaction at 73.2 percent, namely, the expectation of service tangibility can predict satisfaction in using the service at the highest level The regression coefficients in the form of raw scores (b) and regression coefficients in the form of standard scores (Beta) were 0.653 and 0.619, respectively, followed by expectations of response, attitude, expression or interaction with service recipients and age and in terms of information and knowledge recommendations, satisfaction in using the service can be predicted with regression coefficients in the form of raw scores (b) and regression coefficients in the form of standard scores (Beta) of 0.133 and 0.143, -0.007 and -0.093, and 0.117 and 0.118, respectively.

Conclusion: the research results can be applied to all sub-district health promotion hospitals in Prachuap Khiri Khan Province. Administrators should give importance to service quality, especially in terms of service tangibility, response, attitude, expression, or interaction with service recipients and in terms of providing information and knowledge to assure service recipients, there is sufficient and clean parking and service areas, medical equipment and sufficient personnel providing services equally and equally without discrimination on the basis of age, whether they are the elderly, children or the disabled, to increase satisfaction.