Comparison of Outpatient Satisfaction Measures Across Hospitals Built to a Thai Standard Design

This research reports on the effect of the ‘built environment’ on levels of comfort experienced by users of a hospital outpatient department (OPD). The focus is on Thai community hospitals that are built to a standard design. It was expected that a standard design would result in similar profiles of user satisfaction. The method classified environmental features as ambient, architectural, interior design, and outdoor. Each of these macro factors were divided into their contributing sub-factors. A survey was conducted to assess OPD users’ perceptions of the environment. Responses were analysed using the Analytic Hierarchy Process. Results indicated no common pattern at the macro level. However, when contributing factors are redefined as ‘distress’ and ‘destress’ factors, a pattern of user perceptions across the hospitals is evident. Applying Herzberg’s model of job satisfaction to the observed results a clear pattern emerges. The results of this research provide practical advice, from a user perspective, for those charged with design of the physical structure of outpatient settings.