The integration of advanced digital health services and AI technology by municipalities in Thailand is transforming the healthcare landscape and enhancing public service efficiency. Recently, the Ministry of Public Health announced an ambitious plan to use Telemedicine and the Health Rider service to minimize overcrowding in outpatient scenarios, aiming for a 5% reduction by June 2025. This digital shift is being bolstered by the Ministry’s commitment to improving the quality of healthcare services offered to citizens.
According to Dr. Opas Karnkawinpong, the Permanent Secretary of the Ministry of Public Health, these innovations are designed to improve overall efficiency, reduce waiting times, and provide a more robust healthcare delivery system. "The Telemedicine system, combined with the Health Rider delivery service and the Digital Health Platform, aims to reduce overcrowding of outpatients by 5% by June 2025," he remarked, highlighting the strategy's importance in addressing the needs of the public.
Statistically, there is notable progress. The number of outpatient visits in hospitals has seen marked decreases, dropping from 23,022 visits in fiscal year 2022 (2565) to 13,341 in 2024 (2567), demonstrating the effectiveness of this new service model. Additionally, regular reference to the outpatient numbers from general hospitals showed similar results, with figures declining from 29,299 to 18,709 over the same period.
Complementing these Health Ministry initiatives is the innovative "Public Sentiment Listening System" developed by LEXTECH, a subsidiary of OSD. This system employs state-of-the-art AI technology to streamline public complaint management for the Narathiwat Municipality. Launched in partnership with local government, this system is pivotal for improving data reconciliation and ensuring timely resolution of public grievances. "This system will help our decisions be driven by data, enhancing how we interact with the community," said Mr. Somchok Pongsuwan, Deputy Mayor of Narathiwat Municipality.
Over the past two years, a remarkable total of 8,788 cases have been entered into the Public Sentiment Listening System, out of which the Municipality successfully resolved 6,934 cases. This achievement underscores the system's efficiency and the positive reception it has garnered from the public, proving essential in addressing their concerns effectively. As Aorasa Khaotongarm, Director of Corporate Affairs at OSD, proudly stated, "The AI technology in the system enables us to manage complaints and feedback effectively and efficiently." This advancement positions the municipality to serve its citizens better, ensuring that their voices are heard.
For citizens, the ability to lodge complaints is made effortless through various channels, including QR codes placed in community areas, allowing immediate access to report issues. The AI capabilities of the system also facilitate automatic categorization of issues, providing swift routing to the appropriate departments for resolution. Furthermore, the transparency of operations has improved, with both citizens and officials being able to monitor the status of complaints in real-time.
This progressive approach to municipal management not only enhances operational efficiency but also fosters a culture of transparency between the government and the governed. The shift toward digital solutions like Telemedicine and the Public Sentiment Listening System illustrates Thailand's commitment to developing a technologically advanced framework for public services that is responsive to citizen needs.
As both the Ministry of Public Health and local municipalities aim for a future rooted in smart technology, the emphasis on increasing public engagement and improving health outcomes is clear. These initiatives are just the beginning of a larger trend towards a comprehensive digital transformation, harnessing technology to build trust, ensure responsiveness, and ultimately provide better services for all citizens.
