การพัฒนากระบวนการให้บริการในศูนย์การแพทย์ทางเลือก โรงพยาบาลมหาวิทยาลัยแม่ฟ้าหลวง จังหวัดเชียงราย

Abstract

In order to provide effective services to consumers, the work process needs to be continuously improved.The purpose of this developmental study was to improve the service process in an Alternative Medicine Center, Mae Fah Luang University Hospital, Chiang Rai Province, using the Lean Concept by Womack and Jones (2003).The study population consisted of 19 staff members working in an Alternative Medicine Center and service activities of the center. The research instruments included: 1) a table describing the service process activities, 2) a value analysis form, 3) a process flow chart, 4) a time spent on activities record form, and 5) focus group interview guidelines regarding obstacles and recommendations for improving the service process. These research instruments were validated by three experts. The interrater reliability of two observers for the time recording was 1.0. The data were analyzed using descriptive statistics. The results were as follows: 1. The service process in Alternative Medicine Center consisted of 3 major activities and 10 minor activities which one minor activity was taken out. 2. The previous process, time which took 54.14 minutes, was reduced to 33.46 minutes.

3. The obstacles and suggestions for improving the service process in the Alternative Medicine Center could be categorized into 4 dimensions: 1) Management: the work guidelines were not consistent with the work process and the standard of the service process was not reviewed periodically; 2) Personnel: there was a lack of knowledge and understanding of the Lean Concept and lack of awareness in the service provided, and the ratio of staff to workload was not appropriate; 3) Materials and equipment: medical equipment was not in a ready to use condition; 4) Communication: not all the personnel could attend every meeting because of the work schedule and teaching duties, and a lot of time was spent on communication with foreign doctors and patients. The results of this study indicated that the service improvement process using Lean Concept can decrease the steps and time taken to complete service processes while still maintaining the quality of service. Therefore, administrators can utilize the result of this study as guidelines for improving the quality of services in other departments of their institution.