การประเมินตนเองของผู้บริหารโรงพยาบาลชุมชน ในการพัฒนาคุณภาพบริการโรงพยาบาล ปี 2543 / วิไลลักษณ์ เรืองรัตนตรัย = Self assessment of administrators in community hospitals on service quality improvement, 2000 / Wilailuk Ruangrattanatrai
To assess service quality improvement in Community Hospitals by self assessment approach. The samples were the directors of community hospitals. The study was conducted by mailing questionnaires to the directors of 385 community hospitals in Thailand. The study was conducted during August to December 2000. The response rate was 78.7%. Results were analyzed using mean, percentage, unpaired t-test, and One-way ANOVA. The results of this study showed that the respondents were the directors of Community Hospital or representatives (46.2%) and exercutive committees (49.2%). More than half of the hospitals had 30 beds as in frame size (61.7%) but less in real size (47.2%). The self assessment questionnaires of the service quality improvement consisted of 6 dimensions. The mean score of health service, ethics of health professional and patient right, resources management, health service improvement, operational result and leadership commitment were 2.91, 2.84, 2.75, 2.54 and 2.46 and 2.31 respectively. In consideration of the key performance indicators; community participation in hospital's management and service, community assessment and accessibility to service delivery and total quality management mean scores were low (1.54-1.88). Further analyses found that small hospitals (<=30 beds) had less service quality improvement than large hospitals (>30 beds) in most dimensions and there were statistically significant difference (p-value<0.05) except ethics of health professional. There was only statistically significant difference (p-value<0.05) on health services improvement dimension by hospital location in the regions. The study indicated that most community hospitals had improved service quality in medium level in all dimensions but the key operational activities such as community participation, total quality management, community assessment and accessibility to service delivery were at low level. Community hospitals should be strengthened in all of the above mentioned particularly in the three key success factors as leadership commitment, continuous service quality improvement and community participation.
