The Problems, Needs and Satisfaction of Patients at Outpatient Department, Doi Saket Hospital, Chiang Mai Province

Abstract

The health care services development was necessary to know about the problems and needs of customers. To gain more the activities for respond the customer’s needs and satisfaction. This descriptive research aims to study the problems, needs and satisfaction among patients at Out-patient department, Doi Saket Hospital, Chiang Mai. The sample consisted of 396 outpatients at the outpatient department of Doi saket Hospital. The instruments composed of the patient demographic data record form, the problems and needs questionnaires, and the patient’s satisfaction questionnaire. 

          The results revealed that; the overall satisfaction level was high, with mean = 88.46 (SD = 1.35), the convenience and quality of service were at the highest level, with mean score about 15.02 (SD=1.03) and 15.85 (SD =.36), respectively. Human relations, the medical equipment, the coordination, and health care information were also at high, with mean score about 14.75 (SD = .38), 14.80 (SD = .39) and 14.85 (SD = .36), respectively. The sample had problems and needs in terms of convenience, such as faster service and signage, detailed procedures, human relations, good behavior, and self-confidence. The treatment equipment includes advanced and adequate equipment for treatment. Quality of service includes the provision of services that fully meet the needs of the client and the appropriate technical and practical nursing care, coordination, coordination through all channels. The information provided by the staff services is to provide more information to patients and relatives, and to advise patients who are receiving treatment for patients and their relatives. The instructions are correct.

          Conclusion: The result could be applied for developing plan for out-patients care