A STUDY ON THE PROCESS FOR IDENTIFYING PUBLIC FIGURE PATIENTS FROM THE PERSPECTIVE OF HEALTHCARE PROVIDERS IN A PRIVATE HOSPITAL IN BANGKOK

Abstract

The aim of this study was to investigate the patient identification process for public figures from the perspective of health care providers in a private hospital in Bangkok and to establish standardized operational procedures by improving the patient identification process for public figures enabling consistent implementation across all departments. This study used a qualitative research approach, collecting data from 33 key informants selected through purposive sampling. The informants were operational- level service personnel who had at least two years of experience and had provided medical care or services to public figure patients at least five times in the last two years. The data was collected in in-depth interviews and analyzed using content analysis.

The research findings revealed that 1) the majority of patient identification processes complied with the hospital’s two-identification policy, which used both the patient’s full name and date of birth, verified by wristbands and open-ended questions at nine touchpoints throughout the service journey; and 2) the establishment of standardized operational procedures must prioritize patient identification as a primary focus during service activities. This includes appointing a coordinator who is responsible for overseeing public figure patients from admission to discharge utilizing specific symbols within the hospital information system to flag special precautions and needs. This approach enhances patient safety by systematically reinforcing critical identification points, applying the PDCA (Plan-Do-Check-Act) cycle and encouraging patient participation in the verification process. These measures help to reduce the risk of identification errors and increase confidence in the hospital's service quality and brand image.