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"Happy Child Delivery" Project
Vachira Phuket Hospital
Thailand

The Problem

The patient or spouse could not pay for delivery fee or issue notification of birth at Phuket Meldestelle work/district office or could not process for delivery fee and income compensation disburse by themselves. Because she is still in recovery/no relative/inconvenience to travel/does not know the way or the location of particular government office that lead to operation procedure adjustment. Old operation procedure guideline is somehow a passive operation within the scope of each government section without linking to other concerned sections.

Solution and Key Benefits

 What is the initiative about? (the solution)
We have modified our operation procedure from System Oriented to Patient Focus. What we have adjusted is we still operating within the work scope but link more with concerned sections and operates in more active way by establishing joint service unit to provide a one stop service with an agreement record among concerned government sections.
The development result showed
• Beneficiary or spouse/relatives are satisfied with the joint service 100%
• Develop good relationship between clients and facilitators
• Good coordination among government sections

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
Vachira Phuket Hospital proposed the solution and implemented it with an agreement among concerned government sections - Phuket Municipality and Phuket Social Security Office has set up a joint service center “One Stop Service” at Vachira Phuket Hospital out patient department.

(a) Strategies

 Describe how and when the initiative was implemented by answering these questions
 a.      What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
Operation procedure was modified from System Oriented to Patient Focus in order to solve the problems for our customers. A joint service centre “One Stop Service” at Vachira Phuket Hospital out patient department was set up with an agreement record among concerned government sections such as Vachira Phuket Hospital, Phuket Municipality, and Phuket Social Security Office.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
Vachira Phuket Hospital concerned the customers’ voice and their financial / complicated issues. We proposed this issue linked with the concerned sections with an agreement record among Vachira Phuket Hospital, Phuket Municipality and Phuket Social Security Office, then operated in more active way as a joint service centre “One Stop Service” at Vachira Phuket Hospital since November 5th.,2007

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
Most of civil servants fixed their ideas with old operation procedure guideline which is somehow a passive/system oriented operation within the scope of each government section without linking to other concerned sections. Limitation of workforce allocation for each working unit was also the main obstacle encounter. The “One Stop Service” and “Customer focus” policy with strongly supported by all executives from concerned government sections promoted smoothly operation procedure and happily working environment.

(d) Use of Resources

 d.      What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
The concerned staffs were trained about the new operation procedure, an act of Social Security legislation, and also practiced their communication skills. On line information technology of the residents’ data base was the important resource that help working process flow easily.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
The initiative is sustainable as long as the concerned sections’ policies have been joined together, not only with agreement record but the intention of providing “customer focus” service for our customers. Our development opportunity is to extend service time in national and public holidays.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
The operation procedures were rearranged in ‘one stop service’ at Vachira Phuket Hospital. Each concerned sections are still operating within their work scope but link more with another and operate in more active way. The spouse/relatives can process for delivery fee and income compensation disburse by themselves, reducing consuming time and fee for overall processes. The initiative results all beneficiary or spouse/relatives are satisfied with the joint service, good relationship between clients and facilitators are developed, reduce the hospital's uncollectible debt, and also provide good coordination among government sections.

Contact Information

Institution Name:   Vachira Phuket Hospital
Institution Type:   Government Agency  
Contact Person:   Supalak Laongpech
Title:   Doctor  
Telephone/ Fax:   +66 76 361 276
Institution's / Project's Website:   +66 76 211 155
E-mail:   supphalaja@yahoo.com  
Address:   353 Yaowarat Road
Postal Code:   83000
City:   Mueng
State/Province:   Phuket
Country:   Thailand

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