Problems in Service Flow for Patients in the General Medicine Ward at Maharaj Nakorn Chiang Mai Hospital
Keywords:
Public areas, The general medicine patients, Service Procedure, General medicine patients, Workflow, Flow, Satisfaction, Post occupancy evaluationAbstract
This study is a survey research aiming at studying the problems in patient flow that affects
the satisfaction of the patients in the general medicine ward, who are the principle group of patients
at Maharaj Nakorn Chinagmai Hospital. The physical problems and the obstacles in the access to
the common zone were analyzed in order to recommend the solution that responds to the patients’
use of the zone for more convenience. The research method included the study of design principles
and standards and relevant documents as well as a site survey to collect the data on the use of
the zone and the satisfaction of the patients at present. The survey form was used based on the
Post-Occupancy Evaluation (POE), which comprises 4 components, namely, 1) accessibility,
2) efficiency, 3) special orientation, and 4) health and physical well-being. The study showed that
the patients are satisfied with the service flow at low to moderate levels. The physical and
environmental factors of the hospital, in the order of priority, that should be improved are as
follows: 1) health and physical well-being, 2) efficiency, 3) spatial orientation and 4) accessibility.
These factors will be analyzed to establish guidelines for improvement of patient flow in the future.
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