DEVELOPMENT OF A SERVICE MODEL FOR ENHANCING THE QUALITY OF THAI TRADITIONAL MEDICINE CLINIC SERVICES AT MAHASARAKHAM HOSPITAL.

Abstract

     This study aimed to 1) investigate the current situation, problems, and needs regarding Thai Traditional Medicine (TTM) clinic services; 2) develop a TTM clinic service model to improve service quality; and 3) evaluate service quality following implementation of the developed model at Mahasarakham Hospital. This action research. The target population consisted of healthcare personnel working at the TTM clinic and TTM clinic service users. The study was conducted from October 2023 to September 2024. Research instruments included a demographic characteristics questionnaire and a service quality satisfaction assessment. Data were analyzed using descriptive statistics, and pre- and post-development outcomes were compared using a paired-samples t-test.

     Result : Most participants were female, aged 51–60 years, married, held a bachelor's degree, were government employees or employees of state enterprises, and were covered by the Civil Servant Medical Benefit Scheme. Following implementation of the developed TTM clinic service model, service quality and service-user satisfaction increased significantly at the .05 level. The dimension of empathy and attention to service users demonstrated the greatest increase in mean score, from 4.18 ± 0.30 to 4.68 ± 0.18 (t = 12.36, p < .001). This was followed by tangibles of service, which increased from 4.12 ± 0.34 to 4.57 ± 0.22 (t = 10.24, p < .001). Overall satisfaction was also significantly higher after implementation than before development (t = 8.54, p < .001).