Effectiveness of Participatory Learning Process Management Based on 4S4C Principles in Revenue Collection Center Management in Secondary Care Hospital Context.

Abstract

     This participatory action research aims to develop revenue collection efficiency through the participatory learning process of the revenue collecting officer at Nachuak District Health Service Network, Maha Sarakham Province. The research consisted of 3 phases: situation analysis phase, participatory learning process development phase, and evaluation phase. The research participants were purposively selected and consisted of 1) 5 revenue collecting officer staff, 2) 13 people responsible for sub-fund work, 3) 24 multidisciplinary teams and data recording officers, 4) 12 revenue collection staff from the sub-district health promotion hospital, 5) 15 people from the organization's executive board and CFO committee, and 6) 12 heads of work groups and supervisors, totaling 81 participants. The research was conducted between July 2021 and December 2022. The data collection tools consisted of 1) patient medical record forms, 2) audit record and report forms, and 3) focus group discussion guidelines. Quantitative data were analyzed using descriptive statistics, and qualitative data were analyzed using content analysis.

     The study found that medical service fees were diverse regarding rights, funds, and compensation criteria. Officials were unable to manage and collect comprehensively. A process for developing revenue collection center management, consisting of 1) developing revenue collection guidelines according to the 4S4C principles, 2) developing a workflow that was easy to follow, 2) developing a system for checking data quality before sending it out, and 4) developing a reporting system using the software. After the development, it was found that officials had a better understanding of the work process from 76.34 percent to 85.73 percent, the report of the results of sending outpatient medical service fee billing data was more accurate from 70.09 percent to 87.98 percent, the Total Performance Score evaluation results for the 4th quarter of 2022, the overall score increased from 8.5 points to 9.0 points, the evaluation level of Level D was increase to Level C in the 1st quarter of 2023, and the hospital had a rise in revenue of 18.64 percent.