Abstract:
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This Independent Study was conducted to find out patient behaviors (users) amongst private and government hospitals in Chiang Mai Province. Also, appropriate medical service applications, or tools, could be designed by using information from this study, regarding to user’s perspectives and service provider (private and government hospitals). Primary data were collected by choosing the participants from 10 hospitals (samples), within Chiang Mai Province; using 400 questionnaires as a research tool. Samples were divided into 2 sections; government hospital sample and private hospital sample, 200 samples each. In addition to that, descriptive statistics analysis was applied, having an in-depth interview with hospital executives; sharing comments and suggestions for designing an appropriate medical service application to offer effective medical services for users.
The study revealed that patients require 1) convenience for accessing / to have a medical checkup as first priority, followed by 2) medical specialist/professionals, 3) speed of service time; queuing, checking up, receiving medicine, and different alternatives for payment system, and 4) there should be online medical services (through hospital website). In terms of in-depth interview, service and operation issues were found; a great number of patients more than service carrying capacity. This obviously has caused by insufficient number of doctors, nurses, personnel and medical tools/aids/devices. Eventually, patients could not receive early responses from hospitals.
All statements showed that medical service applications should be developed, to facilitate and meet user’s requirements; convenience (registration, reservation for medical checkup, payment system, and effective service for dispensing system. Furthermore, there should be more safety system provided, such as using password. These statements are crucial
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for designing future applications and technology innovation development; useful and more effective for users and hospitals.
Keywords : 1) Hospital patients 2) Hospital provider 3) medical service 4) patient behaviors 5) applications
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