Development of Outpatient Service Model with Smart Hospital Process in Borabue Hospital Mahasarakham Province

Abstract

This study It is action research (Action Research) with the objective To study the problems, obstacles, and service context. To develop an outpatient service model, reduce congestion, and reduce waiting times. To evaluate the development of the outpatient service model using the Smart Hospital process towards reducing congestion Reduce waiting time Satisfaction of service recipients and To study success factors and obstacles using 4 steps: planning step (Planning), plan implementation step (Action), inspection step. (Observation) and the reflection stage (Reflection). The sample group was people who received general outpatient services. Between February and March 2023 by simple random sampling of 235 people. There were 28 people involved in the development of the model. The research tools were divided into 3 parts as follows: 1. Qualitative including 1) observation form 2) group discussion form 3) in-depth interview form 2. Quantitative form. Including 1) satisfaction questionnaire of service recipients 2) satisfaction questionnaire of those involved in developing the model 3. Tools that help in collecting data include meeting minutes. Waiting time for service recipients in the HosXP system from making a card until receiving medicine Risk incident report Data were analyzed using descriptive statistics including number, percentage, mean, and standard deviation. lowest - highest value and analyze content analysis (content analysis). The results of the work revealed that the overall level of satisfaction of those involved in developing the model was at a high level ( x̅ =4.22, SD = 0.68). The satisfaction of those receiving outpatient services was at a high level. Overall, there was a high level of service opinions  ( x̅ = 4.65, SD = 0.89) Service steps from 7 steps in 2021 decreased to 6 steps in 2023. The average waiting time in 2021-2023 decreased from 110.16 minutes, 88 minutes, and 81.50 minutes. Developing an outpatient service model with a process. Smart Hospital uses electronic medical records. paperless prescriptions (Paperless) makes the work system more convenient and faster. Record information in the HosXP system Refrain from printing prescriptions Reduces the amount of paper .There is an automatic queue machine that allows for quick registration As for the Queue Display system, there is a television screen showing the queue. with a clear voice calling out the last name of the person receiving the service Reduce errors in personal identification. The service system using One Vital Sign connect to HIS can automatically send measured vital sign data into the HosXP in the service system This makes the information obtained accurate and fast, reducing the waiting time of service recipients and making service recipients satisfied with the service system.