Abstract
To this research, it is to consider the good practices of pre-hospital emergency medical
service (EMS) system. By an in-depth interview with responsible units, story telling and lessons
learnt can contribute the big picture of their EMS practices in 6 areas (provinces); KhonKhan,
Ubonratchathanee, Lumpang, Petchaburi, Phuket and Songkhla. Initially, the research team has to
choose the modeling framework. Malcolm Baldrige National Quality Award (MBNQA) is chosen;
since it represents wisely for what are key elements in the system and how those are integrated for a
holistic view. Subsequently, the practices of the EMS system in 6 areas are captured. Besides, the
summary of good practices classified by elements of MBNQA is considered prior to shorten the
learning curve or speed-up the practices in other areas.
Respectively, MBNQA is applied as a framework for ascertaining the factors contributing the
success and the key obstacles in the practices of each area. However, it is interesting that the
practices of 6 areas, which have the diverse levels of success, tend to have indifferent obstacles.
Even, the most success area in Thailand encounters the problems in ‘Process Management’,
‘Workforce Focus’ and ‘Customer Focus’, which are similar in other areas. Additionally, the survey of
people who either use or never use the EMS in 6 areas results in the same problems, which are
‘insufficient promotion for the service’ and ‘inefficient service processes’. Besides, the research
team pinpoints that by completing the data collection and analysis, the lesson learnt and practices in
all areas are all remarkable. The differences in success rate are insignificant. In other words, the
practices and lessons learnt should not be limited only the success areas. Every area puts their
attempts to improve the EMS system and their diverse practice should be valued as meaningful
knowledge.
Therefore, the results of this research are concluded as two issues. (1) The guideline for
MBNQA application in the EMS system. The modeling framework enables the responsible units to
analyze the service system for a holistic view. Indeed, the analysis can point out the elements of
underemphasized. (2) The story telling from effective practices. This is an attempt to shorten the
learning curve prior to speed-up the practices in any areas. Significantly, the effective practices,
which are not limited only in the success areas, can cheer up any areas to improve their
performances of practices.
