การจัดการความขัดแย้งด้านการให้บริการทางการแพทย์และสาธารณสุขของโรงพยาบาลของรัฐในสามจังหวัดชายแดนภาคใต้

Abstract

The objectives of this study were 1) to study the conditions and important factors that caused conflicts between patients and public health service providers of government hospitals in the three southern border provinces; 2) to analyze the nature of conflict resolution in both successes and failures between clients and public health service providers of government hospitals in the three southern border provinces; 3) to suggest appropriate guidelines for managing conflicts between patients and public health service providers of government hospitals in the three southern border provinces. This study used a qualitative research method and in-depth interviews were applied. Proper key informants were selected. They were: 1) the director or the deputy director of the hospital. 2) the Head of the Hospital Mediation Center or an assigned person; 3) the hospital's mediation negotiating officials. The results of the study revealed that the causes of conflicts were service behavior, medical treatment, communication skills, and the management of conflicts in medical and public health services of four government hospitals in the three southern border provinces. In this study, every hospital has its policy to manage conflicts constructively in a peaceful way. Furthermore, all hospital directors have similar visions and methods for conflicts solving. They give priority to prevention and surveillance to prevent conflicts. In case any conflict arises, they will have a negotiating team to settle the conflict and very flexible on conflict management by allowing the community to participate in the conflict management process. All hospitals have adopted the concept of a no-fault compensation system to compensate for the damage caused by the service recipients or patients who received health care services. Recommendations from this study indicated that every hospital should encourage to have a strong community network. The knowledge and skills of the mediation team should be developed. The needs of the service recipients should be studied when they come to the hospital.Hospital administrators and health officials must understand the nature of conflicts. The system for receiving complaints needs to be effectively developed. Additionally, hospitals should offer the training program for medical personnel to perform better communication skills when they deal with patients.