An NHSO survey of 24,076 stakeholders nationwide found that people using the Universal Coverage Scheme rated it an average of 9.32 out of 10. Users nevertheless called for shorter waits and fewer repetitive procedures, while hospitals sought payments that better reflect costs, are accurate and timely, and are supported by online systems that reduce administrative workload.
Dr. Jadej Thammatacharee, Secretary-General of the National Health Security Office (NHSO), said the NHSO and the Thammasat University Research and Consultancy Institute (TURAC) conducted the 2026 survey on Thailand’s national health security system, commonly known as the Gold Card scheme. The survey gathered the experiences of beneficiaries, healthcare providers, local administrative organizations and partner networks to help improve fund management and service delivery in ways that better respond to stakeholders’ needs.
The survey covered all 13 NHSO regions and received responses from 24,076 people: 9,947 UCS beneficiaries, 6,493 healthcare providers, 7,134 representatives of local administrative organizations and 502 representatives of partner network organizations.
Beneficiaries rate the scheme 9.32 but still report long waits and repetitive procedures
Among 6,310 beneficiaries who had used Gold Card services during the previous six months, average satisfaction was 9.32 out of 10. A total of 96.32% gave the system a score of seven or higher.
Despite the high satisfaction score, beneficiaries identified several areas for improvement, including waiting times, repetitive service procedures and the convenience of accessing care. They also wanted information on how to use their entitlements to be clearer and easier to understand.
Awareness was high for major policies such as 30-Baht Healthcare Anywhere and health promotion and disease prevention services. However, awareness was lower for benefits involving specific conditions or procedures. These included choosing or changing a regular healthcare unit, receiving inpatient care without first returning to obtain a referral document, mental health services and services for people with dependency.
Beneficiaries therefore recommended that the NHSO explain entitlements, conditions and procedures in plain language. They called for communication through online channels, healthcare workers, village health volunteers, community leaders and local media so information reaches people of all ages.
They also wanted easier ways to check their eligibility and change their regular healthcare unit, along with a system that allows them to track the progress of problems and complaints.
Hospitals call for payments that reflect costs and arrive on time
Healthcare providers reported average satisfaction of 8.31 out of 10. Their main recommendations concerned budget management and service payment systems. They wanted payments to reflect healthcare units’ actual workloads and costs and to be accurate, complete and timely.
Providers also asked the NHSO to display the review status of reimbursement claims and clearly explain why individual claims were rejected, enabling hospitals to verify information and resolve problems.
They further recommended linking pre-payment review, post-payment audit and financial systems to reduce duplicate data entry and submission. Other priorities included improving the stability of online systems and establishing advisory channels that respond within defined timeframes, reducing the data-management and reimbursement burden on healthcare units.
Local authorities and partner networks seek stronger tools and greater participation
Local administrative organizations gave an average satisfaction score of 9.01 out of 10. They were satisfied with opportunities to work with the NHSO but requested further support through training, manuals, project examples and advice on fund management and reimbursement.
They highlighted transport services for people with disabilities, provincial rehabilitation funds and community-based care for people with dependency. Practical guidance would help local officers adapt these services to the circumstances of each area.
Partner network organizations reported average satisfaction of 8.25 out of 10. They rated the convenience of contacting the NHSO, access to information and coordination on the protection of healthcare rights positively.
The networks nevertheless asked the NHSO to provide up-to-date information that they can communicate to the public, identify responsible coordinators clearly and involve networks from problem identification and service design through to monitoring. They also wanted progress updates on their recommendations and on cases in which they help coordinate assistance for the public.
NHSO says scores and reported problems must be considered together
Dr. Jadej said the overall results showed that the Gold Card scheme needs improvement on several fronts at the same time. Priorities include tailoring communication about entitlements to different audiences; linking complaint intake, referrals, coordination, assistance and feedback; strengthening support systems for providers; building the capacity of local administrative organizations; and expanding the participation of partner networks. “The NHSO conducts this survey every year so that the views of beneficiaries, providers and partners can inform service improvement. Satisfaction scores show us the overall picture, while reported problems and recommendations tell us what needs to change. We must also consider regional data so improvements respond to local needs and help people use their entitlements conveniently and receive continuous care,” Dr. Jadej said.
The survey findings reflect the satisfaction and recommendations of stakeholders. The NHSO will use them to support further development of the national health security system.
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