Abstract
The objective of this mixed-method research was to study the lessons learned from organizing health service systems at the tertiary level in the northeastern region of Thailand during the critical pandemic of COVID-19. The study focused on the health care capacity and utilization and the six building blocks frameworks, examining the tertiary hospitals in Khon Kaen, Udon Thani, Surin, and Ubon Ratchathani in the northeastern region of Thailand. The data sources included health region administrators, provincial and hospital managers, COVID-19 committees, medical personnel, environmental workers, and stakeholders from the community. The research was conducted from September 2021 to February 2022, using health-care capacity and utilization assessment tools including in-depth interviews, focus group discussions, and lesson learned extraction. Quantitative data were analyzed using percentages and averages, and qualitative data by content analysis. The research findings plus lessons learned were as follows. 1) The emergency operation center committee’s province played a crucial leadership role. 2) Managers and practitioners collaborated, participated, managed, and took responsibility together. 3) Intersectoral networks supported cooperation and resource sharing. 4) Information and communication technology was used for decision-making by managers. 5) The screening principles for COVID-19 of rapid knowing, detecting, isolating, quarantining, and treating were followed. 6) Preparedness of personnel capacity framework. 7) Competency development of personnel through mentorship, peer support, and networking. 8) Employed SMART principle in management and administration. 9) Enforced seamless referral of patients. 10) Provided knowledge and understanding to practitioners and service recipients. These lessons learned could be effectively applied to tertiary hospitals in future contexts.
