Service Unit Model for Issuing COVID-19 Vaccination Certificate, Division of Communicable Diseases, Department of Disease Control

Abstract

This action research aims to (1) study the problems of the service unit for issuing COVID-19 vaccination certificates of the Division of Communicable Diseases, Department of Disease Control, (2) develop the service unit model, and (3) evaluate the implementation of the service unit model. The study period was from 15 July 2021 to 30 June 2022. The participants consisted of 4 traveler’s health plan staff, 24 contracted service personnel, and a sample group of 386 clients whose certificates were issued in paper format between 1 - 30 April 2022. The study tools comprised a problem recording form, an observation and service record form, a service performance report, and a service satisfaction assessment form. Data were analyzed using content analysis and descriptive statistics. The results of the study indicated that the service unit lacks both goals and a long-term development plan, including readiness in terms of structure and management. Findings from two rounds of development research revealed that the service unit model consists of (1) defining clear goals and missions for the service unit; (2) designing service tasks based on defined goals and missions, with the provision of appropriate personnel, locations, information systems, and equipment; (3) structuring the service unit to be flexible and suitable for the situation; (4) implementing a 4-tier command hierarchy; (5) coordinating and systematically forwarding information; and (6) controlling and supervising operations according to specified goals. Upon implementing the service unit model, the average daily service provision for all services combined increased from 147 people to 2,944 people. The clients were highly satisfied with the overall service provided, with an average rating of 4.67. Thus, other service units could adapt this model in accordance with their specific contexts.