Development of a Communication System to Enhance Healthcare Workforce Competency in the Care of Non-Communicable Disease Patients in Krabi Province

Abstract

     This study aimed to assess the current situation and limitations, develop, and evaluate a communication system to enhance healthcare workforce competency in caring for patients with non-communicable diseases in Krabi Province, Thailand. A research and development design combined with participatory action research was employed. The study was conducted in three pilot districts: Khao Phanom, Khlong Thom, and Ao Luek. The participants were 120 healthcare personnel involved in non-communicable disease care, selected by purposive sampling. Research instruments included in-depth interview guides, focus group discussion guides, participatory workshop guides, a communication competency assessment form, a satisfaction assessment form, and a data quality checklist. Quantitative data were analyzed using frequencies, percentages, means, standard deviations, and a paired t-test, while qualitative data were analyzed using content analysis.

     The findings revealed that the existing communication system had key limitations, including poor data retention, incomplete and untimely data, fragile coordination across service levels, discontinuous follow-up of patients with missed appointments, and data security risks. The developed communication system consisted of five components: standardized communication channels, patient reporting and follow-up forms, feedback mechanisms, clearly defined roles and responsibilities at each service level, and data use for monitoring. After implementation, the mean communication competency score of healthcare personnel significantly increased from 56.77 to 81.91 out of 100 (p < .001). Data quality and coordination efficiency tended to improve across all indicators, and overall satisfaction with the system was at a high level.