Guidelines for Service Quality Development in the Era of Thailand 4.0 of Emergency Department, Phrachomklao Hospital

Abstract

This research aimed to study: 1) the service levels of emergency rooms and the service quality of emergency room at Phrachomklao hospital, 2) The Relationship between personal factors and the service management of emergency room with the service quality of Phrachomklao hospital, 3) the development guideline for the service quality in emergency rooms in Thailand 4.0 policy of Phrachomklao Hospital. The mixed-methods explanatory sequential design was used in this study. There were two phases: the quantitative phase and the qualitative phase. In the quantitative phase, the samples were 138 service recipients of the emergency department, Phrachomklao hospital. The data were collected from the questionnaires on the service quality of emergency room and the service management of emergency room with Cronbach’s alpha reliability at .991, .974 respectively. The descriptive statistics, Chi-square test and Multiple Regression Analysis were used in this study. 2) The qualitative data were collected from key informant in-dept interviews. The content analysis was used to determine the service quality development guidelines. The research findings were as follows:

1. The mean of service quality was at the highest level (M = 4.23, SD =.60) The emergency room service delivery of Phrachomklao hospital was at a high level (M = 4.15, SD =.62) There was no relationship between personal factors and service quality development of emergency room, Phrachomklao hospital at a significant level of p > .05. In terms of the service in the era of Thailand 4.0, factors could explain 82.70 % of the variance in the service quality of Phrachomklao hospital (Beta = .425, .38, p <.001)

2. The service quality development guidelines for Thailand 4.0 of emergency room, Phrachomklao hospital should be improved in 1) in terms of tangibility, personnel should be developed to have knowledge, ability in taking care of ER patients. The number of personnel should be appropriate to the patients and have teamwork. The patients should be categorized into their stages. There should have sufficient waiting rooms and modern medical equipment and 2) ER should open 24 hours to promptly serve patients. There should be doctors who always standby in emergency room. There should be monitoring system for safety. Technology should be used in working process.