Research and Development of Service Quality for the Digital Platform One Stop Service Center in Maha Sarakham Province
Abstract
Abstract
Introduction : The Health Product Service Center is one of the service centers under the Consumer Protection and Public Health Group, Mahasarakham Provincial Public Health Office, providing services related to the application and issuance of licenses for health products. These include medicines, food, cosmetics, medical devices, herbal products, hazardous substances, narcotics, and psychotropic substances, as well as private hospitals. The center aims to provide convenient and efficient services, with streamlined processes and accessible contact points, to meet the needs of the public and ensure maximum satisfaction.
Objectives : The aim is to establish and develop a system and service model for licensing health products and services efficiently on a digital platform, enhancing the effectiveness of the Consumer Protection and Public Health Group's services.
Research Methodology : The research is conducted through participatory action research involving two groups: service providers and service recipients. The service provider group includes pharmacists responsible for regulating health products before market entry (5 individuals) and consumer protection officers at the district public health office (12 individuals covering all districts). The service recipient group focuses on the development of the service process, specifically the evaluation of the licensing process for health products and services within the provincial public health office's service area and its network, including all district health offices. The study period spans from the fiscal year 2023 to 2024, utilizing tools such as interviews with service providers and online satisfaction surveys. Data analysis involves statistical methods such as frequency, percentage, mean, and standard deviation.
Research Findings : During the fiscal years 2023-2024, it was found that there were delays in the licensing process, leading to difficulties for service recipients in tracking the status of their applications, prolonged waiting times, and travel expenses incurred when contacting the Health Product Service Center. These findings prompted the development of the service, resulting in several outcomes in fiscal year 2024: 1) Designing a real-time registration system for daily service recipients. 2) Developing public guides published on the provincial public health office's website. 3) Enhancing the knowledge of health service personnel, with an increase in knowledge level to 81.67%. 4) Achieving high levels of satisfaction among online service users. Introducing innovative service models, such as the establishment of district-level Health Product Service Centers and the FDA-MSK OSSC District Smart Model, aiming to improve service quality at the provincial, regional, and national levels. These developments represent significant progress in the digital transformation and enhancement of service quality in the health product licensing process, with the potential for further application and development in other provinces and at the national level.
Keywords : One Stop Service Center, FDA-MSK OSSC District Smart Model
