Appointment system in an environment of limited resources: the case of outpatient department clinics in Thailand
Boonma, Pochara (2012) Appointment system in an environment of limited resources: the case of outpatient department clinics in Thailand. [Dissertation (University of Nottingham only)] (Unpublished)
Previous research has mostly been aimed at improving service facilities and reducing unnecessary activities and staff; this has been achieved by implementing the Lean concept or reengineer processes, in order to improve the efficiency and effectiveness. This leads to a research gap, since no researcher investigates factors affecting satisfaction of doctors and patients when a medical appointment system is used. This research focuses on appointment systems in healthcare services in Thailand, providing an in-depth investigation of factors or variables affecting patient and doctor satisfaction. Although the medical resources in Thailand are limited, a study of Thailand‟s medical services has been selected as it can offer relatively lower expenses and provides equivalent or better service levels than developed countries.
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