A Study on Usage Behaviors and Satisfaction of the Public Health Personnel towards HOSxP Software and After-Sales Service of Bangkok Medical Software Company Limited

摘要

This research was aimed to study the usage behaviors and the satisfaction of the public health personnel towards HOSxP software and the after-sales service of Bangkok Medical Software Company Limited. The sampling group consisted of 300 staff members (196 female and 104 male). They were chosen through purposive sampling method out of those public health staff members with over 1 year of experience with the HOSxP software. The tool for data collection was the questionnaire developed by the researcher. The research findings showed that the majority of the sampling group used medical record system as their main display and this accounted for 35 persons or 7.9%. The most frequent time of usage was early shift for 269 persons or 60.3%. The highest frequency for usage was between 7 and 8 hours for 80 persons or 25.1%. The most frequent usage period (or usage experience) was between 1 and 2 years for 126 persons or 42%. Their overall satisfaction towards the HOSxP software was at medium level (x = 3.37, S.D. = 0.46). When each aspect was examined, the quality of the software ranked the first with medium level (x = 3.41, S.D. = 0.60), followed by the usage procedure with medium level (x = 3.37, S.D. = 0.60) and the data processing with medium level (x = 3.34, S.D. = 0.59), respectively. The overall satisfaction towards the after-sales service of Bangkok Medical Software Company Limited was at medium level (x = 2.90, S.D. = 0.63). When each aspect was examined, the service procedure ranked the first with medium level (x = 2.98, S.D. = 0.79), followed by the service result with medium level (x = 2.90, S.D. = 0.82) and the service method with medium level (x = 2.84, S.D. = 0.87), respectively. As for the problem and the suggestion about HOSxP software, it was found that there were too many menus; that it was not worth the cost of the software; that the software did not function as desired; that certain menus could not function; and that the software should be usable on iPad. As for the problem and suggestion about the after-sales service, it was found that the problems in hospital should be followed up continuously along with the results from problem solving.