A STUDY OF MYANMAR PATIENTS’ EXPERIENCE AND SATISFACTION AT INTERNATIONAL HOSPITALS IN BANGKOK

Abstract

Nowadays, the healthcare service industry in Bangkok has been growing rapidly and most international hospitals are trying to achieve global healthcare certificates by providing the high-quality services. This study aims to analyze the reasons why Myanmar patients choose international hospitals in Bangkok for their medical treatment and the experiences and satisfaction regarding the healthcare services of international hospitals in Bangkok, Thailand. This study aims to find out the expectation, experience, outcome, and satisfaction of Myanmar patients in Bangkok international hospitals. This research used three main concepts regarding patient experience, including pre-service, in-service and post-service at the hospitals to clarify the patients’ journey. This study used the qualitative method via in-depth interviews with 30 people from different backgrounds, most are patients at hospitals, but to illustrate different perspectives, the others are a senior executive officer and customer service manager. In terms of data analysis, all respondents expressed their opinions openly with their points of view and experiences. According to the analysis, the main reasons why Myanmar patients come to Bangkok for medical attention are mainly due to quality of care and services, followed by travel convenience, cost effectiveness and hospital reputation.