Patient Experience and Satisfaction with Integrated Premium Services at Queen Sirikit Heart Center of the Northeast, Faculty of Medicine, Khon Kaen University : A Pilot Study

Abstract

The study of patient experience and satisfaction is crucial for developing and designing hospital healthcare systems, aiming to meet the health conditions and needs of patients using the services. The research is a descriptive cross-sectional study, intending to explore patient experience and satisfaction with the integrated premium services at the Queen Sirikit Heart Center of the Northeast. The population consists of patients receiving integrated premium services at the Queen Sirikit Heart Center of the Northeast. The sample size was 416 participants, selected through purposive sampling. Data were collected using a personal information questionnaire and a service experience and satisfaction evaluation form, with a reliability coefficient of 0.84. The data were analyzed using descriptive statistics. The results of the study revealed that the overall patient experience and satisfaction with the integrated premium services were at a good experience and satisfaction level (X̄ =4.31, S.D.=0.63). Patients using the premium outpatient services reported good experience and satisfaction (X̄ = 4.27, S.D.= 0.61). Among specific aspects, the communication aspect had the highest average score (X̄ = 4.27, S.D.= 0.64), while the information provision aspect had the lowest average score (X̄ =4.07, S.D.=0.70). Patients receiving premium inpatient services, had a very good experience and satisfaction level (X̄ =4.54, S.D.=0.58). Among specific aspects, communication had the highest average score (X̄= 4.37, S.D.= 0.63), and information provision had the lowest average score (X̄=4.22, S.D.=0.75). Therefore, it is recommended that the information provided to patients be enhanced to create a better service experience and increase satisfaction.