Clients’ Satisfaction towards Service Quality of Outpatient Department, Hua-Hin Hospital, Prachuap Khiri khan Province

Abstract

This article aimed to (1) examine the satisfaction of service users with the quality of outpatient department services at Hua Hin Hospital, (2) compare the satisfaction levels of service users towards the quality of outpatient department services at Hua Hin Hospital, categorized by differences in personal factors; and (3) analyze the problems and obstacles in the outpatient department services at Hua Hin Hospital, Prachuap Khiri Khan Province. This study employed a mixed-methods research design. The sample consisted of 400 individuals who received services at the outpatient department of Hua Hin Hospital. Data collection tools included questionnaires and in-depth interviews. Statistical analyses employed were the independent t-test and one-way ANOVA, with a significance level set at 0.05. The result of the study found that: Overall, the majority of service users expressed a high level of satisfaction with the quality of services provided at Hua Hin Hospital. The comparison of satisfaction levels revealed that personal factors such as age, occupation, and income significantly affected satisfaction levels at a 0.05 significance level. The analysis of problems and obstacles in the outpatient department services identified the primary issues as lengthy waiting times due to a high number of service users, delays in screening and medical history recording processes, insufficient staff, and unclear explanations of service procedures. These factors led some patients to seek alternative services elsewhere. Improvements in processes and additional resources are necessary to enhance the efficiency and quality of service delivery.