Communication Tools for Conflict Management in the Thai Health Care System: A Case Study of Officers with Recipients of Foreign Services in Samphran Hospital, Nakhon Pathom Province

บทคัดย่อ

     This research is intended to present the result of using communication tool between the officers and Burmese service recipients in the work of the labour room in Samphran Hospital, Nakhon Pathom Province. This study is Quasi Experiment Research; the sample groups are from the coincident random by selected from 30 Burmese pregnant women who come for service in the labour room work section, Samphran Hospital, Nakhon Pathom Province. Data were collected by the notice of communication behaviors and the set of communication tool.  
      From this research, the communication problem between the officers and Burmese service recipients in the labour room work section occur where service recipients are not able to communicate in Thai language with the officers; therefore, it affects steps of communication, i.e., document preparation, background searching or pregnancy information, etc. From the mentioned problem, the researcher develops a set of communication tool called Communication Tool Set, ‘Samphran Model’ for testing the communication between the officers and Burmese service recipients in the labour room work section.      
       The outcome of the experiment is that the total scores of communication understanding before and after the experiment are clearly different with the statistical significance at the level of 0.01.  The behavior upon message receiving of Burmese service recipients after using the Communication Tool Set, ‘Samphran Model’ shows more positive change in that they can follow the officers’ instruction; plus, the time decrease of the officers’ communication in each step. It is concluded that the designed set of the communication tool can be truly used to lessen communication problem between the officers and Burmese service recipients in the labour room work section of Samphran Hospital, Nakhon Pathom Province.