Policy Recommendations Making with Net Promoter Score

Abstract

In the satisfaction survey of the local government welfare managed by The National Health Security Office 2015, the interview questionnaires under the net promoter score concept was used. The sampling technique was the stratified three - stage sampling technique and the sample size was computed by the Krejcie and Morgan table. There were 3 objectives consist of; 1) to assess perceptions of the right benefits, medical services, and communication channels, 2) to assess the right - holders satisfaction, and 3) to make the policy recommendations of the local government welfare. The results of this study found that 4,473 right - holders, distributed in 12 areas of the NHSO branches or 41 provinces, were interviewed. To assess perceptions of the right benefits and medical services, from 8 subjects we found that 27.9% of interviewers could answer 7 - 8 subjects, 27.9% of interviewers could answer 5 - 6 subjects, and 44.2% could answer less than 5 subjects. Factors affecting the perceptions were education level and type of right - holders, and both variables were related. Higher education was significantly higher score of right benefits and medical services perceptions. To assess perceptions of the communication channels, the top three channels were 1) local government letters with 68.3%, 2) leaflets/stickers/NHSO newsletters with 44.7%, and 3) www.nhso.go.th with 43.1%. To assess the right - holders satisfaction, the satisfaction rating for the administration of the NHSO was 7.4 points from 10 points. Segmented by the net promoter score concept, the promoters group rated to 18.6%, the passives group rated to 58.4%, and the detractors group rated to 23.1%. In conclusion, the results of interviewed survey were contributed to 5 policy recommendations such as; 1) should promote public relations of all missions’ NHSO i.e. Emergency medical treatment benefit, Preliminary assistance reimbursement, Hospital bed coordinating via hotline 1330, 2) should implement centered registration for direct disbursement system, 3) should deployed the direct disbursement system to all type of hospital including district health promotion hospital, 4) should access the elective case surgery in private hospital same as civil servants, and 5) should regulate the standard of services and medical treatments for all type of hospital. All issues were driven to increase the efficiency of local government welfare fund and to increase the satisfaction of right - holders.