Factors Affecting the Participation of Personnel in Service Quality Development according to Hospital Quality Standards at Ronphibun Hospital, Nakhon Si Thammarat Province

Abstract

The objectives of this survey research were to study factors affecting the personnel participation in developing service quality according to the hospital quality standards at Ronphibun Hospital in Nakhon Si Thammarat province, and problems, obstacles and suggestion. The study was conducted among 138 officials of Ronphibun hospital selected by using the simple random sampling method. Data were collected by using a questionnaire with the reliability values of 0.92. Statistics used for data analysis were descriptive statistics and stepwise multiple regression analysis. The findings showed that the communication and job motivation factors were at a moderate level, but the organizational climate and culture were at a high level. The levels of personnel participation in overall quality service development were at a moderate level. The factors affecting personnel participation in service quality development with a statistical significance level of 0.05 were personal factor in work affiliation, such as Laboratory and X-ray departments, and Family and community medicine department, communication factor, and organizational climate and culture factor, respectively; and their predictive power was 61.8 percent. The main problems and obstacles were heavy workloads, lack of understanding about the development of hospital quality standards, and unfair personnel welfare. The recommendations for the hospital executive team should organize activities for enhancing staff knowledge and skills about performance quality standards, run communication and public relations activities related to hospital quality standards continuously.