Optimization a Guideline for Consumer Protection Using TaWai for Health Application: A Case Study of Warin Chamrap, Ubon Ratchathani

Abstract

The objectives of this research and development aimed to study the implementation of the TaWai for Health application, a guideline for consumer protection, and to increase its efficiency using two steps of operation. The first step was to analyze the report situation from the database by using data evaluation form and management situation by interviewing 2 TaWai system administrators. The result was presented in percentage and content analysis. The second step was to increase the efficacy of TaWai for Health applications for consumer protection. The data from in-depth interviews from 6 experts and opinion hearing from 33 stakeholders were used to try out and develop the customer protection procedure using TaWai for Health application by the customer protection team in Warin Chamrap, Ubon Ratchathani, from 1 October 2018 to 31 January 2019.

The result from TaWai for Health database showed a total of 2,266 consumer protection problem reports in 3 topics, including 1,366 illegal or harmful product reports, 611 adverse product   reaction reports, and 289 illegal advertisement reports. Among these reports, only 636 reports were   recorded as complete reports, which accounted for 28.06 % of the total. Data analysis revealed  that the low complete report rate due to irregular check and update the reports of case managers,  lack of understanding of case management system, and vagueness of concrete management of daily reports. TaWai for Health networks needs the self-learning media for more understanding the application management and implementation.  

To develop the efficacy of the TaWai for Health application, the researchers created the practical management guideline applied from Surveillance and Rapid Response Time (SRRT) method.  The experts and stakeholders proved the guideline before implementation. After four times of   implementation and evaluation by TaWai for Health network in the study area, this procedure was practical and able to resolve the problem in time. The management guideline was including five   steps. The first step was the problem report. The second step was to check and prioritize the report. The third step was problem management in order to the urgency of the problems. The fourth step is the case summary and updates of report status.  The final step was the monitoring and evaluation. For an effective practice, the researcher recommends this procedure to the board of quality of life development as a practical guideline for systematic documentation and continuously controls the healthcare product problems.