Optimizing Screening Model for Improved Effectiveness at Outpatient Department (OPD) of Uthai Hospital

Abstract

The research and development focused on creating a screening model for individuals utilizing outpatient department services, aiming to enhance service Effectiveness and boost recipient satisfaction before and after implementation. The sample consisted of individuals who accessed outpatient services at Uthai Hospital from November 2024 to March 2025. General data were evaluated using frequency, percentage, mean, and standard deviation. Service duration and level of satisfaction were evaluated before and after the implementation of the service model using independent t-test statistics. The study's findings indicated a significant reduction in the mean service time from the moment patients arrived at the hospital until they returned home after the service model adjustments (p < 0.05). It was observed that the mean service time, including taking a medical history, measuring blood pressure and weight, consultations with the doctor, post-examination procedures, and processing the bill, was significantly reduced (p < 0.05). However, the mean service time for blood sampling, consultations with the doctor post-examination, and seeing a nurse after examination increased. An analysis of patient satisfaction before and after the service model adjustments revealed a significant increase in the overall mean satisfaction rating from “very satisfied”to “extremely satisfied”, with statistical significance (p < 0.05). The aspect with the highest, mean satisfaction score following the development was the personnel's ability to address patients' questions and concerns. In summary, the developed screening model, which incorporates the Kaizen principle along with the MOPH ED triage approach, successfully enhances the efficiency of screening services for patients at the outpatient department of Uthai Hospital, This development approach can be applied for further advancements within the department.