Satisfaction with the UCS increased
 
The survey on the operation of the Universal Coverage Scheme (UCS) showed an overall increase in satisfaction scores among service recipients, service providers, and affiliated organizations.
 
The survey result was reported to the executive board meeting of the UCS fund manager National Health Security Office (NHSO) chaired by Dr Prasobsri Ungthavorn, member of the National Health Security Board (NHSB) and and chair of the NHSB’s sub-committee on 4 September.
 


During the meeting, the NHSO Deputy Secretary-General Dr Lalitaya Kongkam said that the 2023 survey found an overall increase in satisfaction.
 
Public satisfaction scores increased from 97.69 to 98.19, service provider satisfaction improved from 86.19 to 91.27, and affiliated organization satisfaction increased from 97.62 to 97.84.
 
Upon closer examination, health service recipients expressed satisfaction with aspects such as immediate health unit transfer and paperless inter-hospital transfer, the policy allowing cancer patients to receive care anywhere (or Cancer Anywhere), and trust in healthcare professionals and staff.

Areas of dissatisfaction included long waiting times, delayed services, complicated service procedures, inadequate information and responses from service providers, and a need for a simpler and quicker registration process.
 
On the other hand, health providers were satisfied with immediate health unit transfer, the “Cancer Anywhere” policy, and the policy allowing interhospital transfer without using referral documents. 
 
They were dissatisfied with the complicated and burdensome identity verification system, a budget inadequacy that does not reflect true cost of service unit , and frequent changes in administrative practices.
 
Local administrative organizations (LAOs) expressed satisfaction with their participation in the national health security system, the support and coordination they received from the NHSO, and the regulations set forth by the NHSO.
 
However, they suggested improving the workflow during the collaboration with the NHSO, facilitating consistent communication, speeding up service contacts, and increasing budgets for various health programs.
 
Regarding network organizations, they expressed satisfaction with the opportunity for them to participate in the UCS decision-making process, the availability of health data provided by the NHSO, and the improvement of the UCS benefits package.
 
However, they wished for a wider dissemination of news and information about health benefits, and ensuring equal rights and comprehensive coverage for all.
 
All stakeholders also provide suggestions for further improving the UCS.
 
Health service recipients proposed the NHSO to allow everyone to access health services regardless of their registered health units and timings, enhance the reliability and speed of the identification verification system, expand and communicate health benefits, and improve the appointment system.
 
Health providers suggested simplifying the identity verification system to alleviate health staff’s burdens, developing support channels for addressing problems experienced by health service units, and improving the allocation and disbursement of health funds.
 
LAOs recommended that the NHSO enhance communication channels, provide accurate and swift news relating to UCS, and create clear regulations and guidelines that facilitate the LAOs participation in health programs.
 
Network organizations proposed that the NHSO support collaboration and idea exchange among multi-stakeholders, expand access to news and information, and enhance the UCS benefits package to ensure equal and comprehensive coverage for all.

Dr Lalitaya emphasized that these suggestions would be considered for improving the UCS and satisfaction levels.