การพัฒนาระบบแจ้งเตือนคิวการรับบริการคลินิกผู้ป่วยนอก โรงพยาบาลศูนย์บริการการแพทย์นนทบุรี

Abstract

The objectives of this research were 1) to develop an Outpatient Department queue notification system for Nonthaburi Medical Service Center Hospital, and 2) to evaluate the system’s operational efficiency from the perspectives of both service providers and service receivers. The sample group consisted of 30 service receivers and 5 operational staff members. The research instruments included the developed outpatient department queue notification system and efficiency evaluation questionnaires for both user groups. Data were analyzed using mean (µ) and standard deviation (s).

           The research findings indicated that the developed system was capable of processing queue sequences and delivering notifications to the service receivers' smartphones with high accuracy. The efficiency evaluation from the service receivers' perspective was at the highest level (µ = 4.50, s = 0.53), with the highest-rated aspect being the reduction of anxiety while waiting for verbal announcements. Similarly, the evaluation from the service providers' perspective was also at the highest level (µ = 4.60, s = 0.46). The most significant finding among providers was the system’s absolute highest rating for long-term cost-effectiveness and suitability (µ = 5.00, s = 0.00), as it substantially reduced congestion at service counters and minimized the staff's workload regarding queue-related inquiries.

           In conclusion, the outpatient department queue notification system effectively enhances service efficiency, elevates patient satisfaction, and reduces density in service areas.