Guidelines for Service Quality Improvement to Achieve Hospital Accreditation :A Case Study of BBB Hospital, Khon Kaen Province : แนวทางการพัฒนาคุณภาพการให้การบริการเพื่อมุ่งสู่การรับรองมาตรฐานโรงพยาบาล และบริการสุขภาพ: กรณีศึกษาโรงพยาบาล BBB จังหวัดขอนแก่น
บทคัดย่อ
This study aimed to study the problems and difficulties in quality improvement of healthcare service, the factors affecting the quality improvement and create the guideline for quality improvement to achieve hospital and service accreditation (HA). The data were collected using the questionnaires from 196 BBB hospital employees included the director of nurse, quality center manager, academic nurses, insurance cooperative nurses, Infection Control Nurse, Risk Management Nurse, supervisor nurse, utilization management Nurse, Infection Control Nurse, Risk Management Nurse, Head of department, ward head nurse, registered nurse, practical nurse and patient assistant. Data were analyzed by descriptive statistics; frequency, mean and standard deviation.
The results showed that the top five problems and obstacles were the lack of motivation for bringing hospital to achieve hospital accreditation, lack of knowledge and understanding in hospital accreditation, tiredness for quality improvement, complicated operation because of working step and lack of encouragement all employees for participation. The employees had the average attitude scores for service quality improvement in 6 factors at high levels. The highest average score was leadership factor, followed by organization culture, organization structure, communication, participation and motivation, respectively. These data were used to create the 5 programs to achieve the hospital accreditation; HA Morning talk, personnel quality Improvement for international patient service, application training for effectively quality tool, continuous quality Improvement and internal quality audit for external audit.
Keywords : Hospital accreditation, Health service, Service quality improvement
