Development of a Service Model for Thai Traditional and Integrative Medicine Clinics

Abstract

          Thai traditional medicine and integrative medicine play an increasingly important role in supporting holistic healthcare. The provision of integrated services requires multidisciplinary collaboration and a service system that responds effectively to patients’ needs and expectations.

            To examine the integrated service model for Thai traditional and integrative medicine, assess service quality, and synthesize recommendations for future development of the service model.

             This research and development study was conducted at an integrated Thai traditional and integrative medicine clinic in Health Region 4 during April–May 2026. Participants were purposively selected and comprised healthcare providers, service recipients, and administrators, with a total of 30 participants. Data were collected through in-depth interviews and the SERVQUAL service quality assessment. Qualitative data were analyzed using thematic analysis and integrated with quantitative findings to formulate recommendations.

              The service model involved multidisciplinary collaboration among conventional physicians, Thai traditional medicine practitioners, Chinese medicine practitioners, and nurses. Services were primarily provided according to professional roles, with consultation and referral between disciplines when necessary. Ninety percent of service recipients perceived the clinic as different from conventional healthcare settings because multiple therapeutic approaches could be accessed during a single visit and information could be obtained from various healthcare professionals. However, perceived service quality was lower than expectations across all five SERVQUAL dimensions. Statistically significant gaps were found in reliability and responsiveness.

           The clinic demonstrated strengths in providing access to multiple disciplines and facilitating multidisciplinary collaboration. Nevertheless, gaps remained between the services delivered and patients’ expectations. Future development should therefore move beyond the presence of multidisciplinary professionals toward an integrated service system with a clearly defined clinical pathway and coordinated interprofessional processes. The WHO Six Building Blocks framework can be applied to guide development across service delivery, health workforce, health information systems, access to essential medicines and technologies, health financing, and leadership and governance, thereby supporting a healthcare service system that is accessible, safe, high-quality, and responsive to patients’ needs.

                Future development should establish clear clinical pathways and referral mechanisms among professional groups, strengthen workforce competencies and information systems to support interprofessional collaboration, ensure access to essential medicines and technologies, and establish appropriate management mechanisms and service quality indicators for continuous monitoring and improvement..