The Development of Appointment System from LINE Official Account for Thai Traditional Medicine Clinic, Kanchanabhishek Institute of Medical and Public Health Technology. การพัฒนาระบบนัดหมายด้วย LINE Official Account สำหรับผู้รับบริการคลินิกแพทย์แผนไทย วิทยาลัยเทคโนโลยีทางการแพทย์และสาธารณสุข กาญจนาภิเษก

Abstract

This research aimed to (1) analyze the situation and problems of the current appointment system, (2) develop an appointment system using the LINE Official Account for patients of a traditional Thai medicine clinic, (3) evaluate the quality of the appointment system through the LINE Official Account, and (4) assess patient satisfaction with the appointment system via the LINE Official Account. The target group consisted of three experts, three clinic staff members, and 30 clinic patients, totaling 36 participants.

            The results revealed the following: (1) The analysis of the current appointment system showed that patients could only contact the clinic staff by phone during official hours, causing inconvenience. Additionally, issues such as forgotten appointments and overlapping bookings were identified. A more accessible, convenient, and efficient system was needed, allowing patients to self-book appointments and access clinic information through the LINE Official Account. (2) The development process involved creating a LINE Official Account, integrating an appointment booking system using the Glide App, and linking it with Google Sheets for real-time tracking of appointment data. A chatbot was also implemented using Dialog flow to provide automated responses. (3) The system’s quality assessment indicated an overall high level of satisfaction ( = 4.28, S.D. = 0.71). Among the evaluated aspects, usability scored the highest (  = 4.42, S.D. = 0.47), followed by design ( = 4.25, S.D. = 0.91), and content ( = 4.17, S.D. = 0.76). (4) The patient satisfaction survey showed that the overall satisfaction with the appointment system was very high (   = 4.54,
S.D. = 0.51). Usability received the highest satisfaction score ( = 4.58, S.D. = 0.52), followed by design ( = 4.56, S.D. = 0.50), and content ( = 4.49, S.D. = 0.50). In summary, the appointment system using the LINE Official Account for the Thai Traditional Medicine Clinic at the Kanchanaphisek Institute of Medical and Public Health Technology enhances convenience, simplicity, and speed for clients accessing appointment services. Additionally, it serves as a platform for disseminating news and information about the Thai Traditional Medicine Clinic.