{
  "abstract": "This study aims to examine whether the quality of one-stop administrative and logistics services is associated with patient satisfaction in smart hospitals and identify indicators that may merit attention in service redesign. This multicenter cross-sectional study included 837 service users at 4 sites in 3 public hospitals in Dongguan, China (January 2023-December 2025). A 27-item questionnaire covered 9 service-experience domains. Overall satisfaction (0-10) was the primary outcome; high satisfaction (score ≥ 8) was a secondary outcome. Eight operational indicators were extracted from work-order systems. Analyses included confirmatory factor analysis, hierarchical linear and logistic regression with site fixed effects, structural equation modeling, and an exploratory gradient-boosting analysis. Mean age was 47.2 years; 57.1% were women. Cronbach α ranged from 0.72 to 0.79. The prespecified 9-domain structure showed satisfactory fit in this sample; independent psychometric validation is needed. In the fully adjusted linear model (n = 774), first-contact resolution (β = 0.31; 95% confidence interval [CI], 0.23-0.38) and problem closure (β = 0.29; 95% CI, 0.25-0.33) were positively associated with satisfaction. Convenience, reliability, responsiveness, transparency, and digital access were also positively associated (β, 0.12-0.19). Longer response time (β = -0.26), complaint or second feedback (β = -0.20), and repeated visits (β = -0.16) were negatively associated. Problem closure showed the strongest association with high satisfaction (odds ratio, 2.87; 95% CI, 2.18-3.82). In structural equation modeling, the standardized direct association between digital access and satisfaction was 0.08 (P = .052), and the summed standardized indirect associations through convenience, responsiveness, and problem closure were 0.35. The exploratory, unvalidated ranking placed problem closure, convenience, responsiveness, reliability, and digital access highest. Service-process quality was associated with patient satisfaction. First-contact resolution, problem closure, and related indicators are candidate targets for prospective evaluation. The cross-sectional design precludes causal interpretation, and the instrument requires independent validation.",
  "abstract_shown": true,
  "affiliations": [
    "Party Committee Office, Shijie Hospital, Dongguan, China.",
    "Party Committee Office, Dongguan Songshan Lake Central Hospital, Dongguan, China.",
    "Finance Office, Shijie Hospital, Dongguan, China.",
    "Party Committee Office, Dongguan Humen Hospital, Dongguan, China."
  ],
  "article_type": "research article",
  "arxiv": null,
  "author_total": 4,
  "authors": [
    {
      "affs": [
        0
      ],
      "name": "Yerong Cai"
    },
    {
      "affs": [
        1
      ],
      "name": "Meixing Li"
    },
    {
      "affs": [
        2
      ],
      "name": "Zifen Deng"
    },
    {
      "affs": [
        3
      ],
      "name": "Lishu Luo",
      "orcid": "0009-0000-0624-7280"
    }
  ],
  "bibtex": "https://research.draconitic.com/paper/eaahn7dpe4v2e.bib",
  "cited_by": 0,
  "doi": "10.1097/md.0000000000051204",
  "fulltext_url": "https://europepmc.org/articles/PMC13681140",
  "id": "eaahn7dpe4v2e",
  "issns": [
    "0304-5412",
    "1536-5964"
  ],
  "landing_url": "https://europepmc.org/article/MED/42888643",
  "language": "eng",
  "licence": "CC-BY-NC",
  "licence_label": "CC BY-NC",
  "licence_source": "article",
  "licence_url": "https://creativecommons.org/licenses/by-nc/4.0/",
  "metadata_licence": null,
  "native_subjects": [
    [
      "openalex",
      "3600|Patient Satisfaction in Healthcare"
    ]
  ],
  "openalex": "W7222399531",
  "pdf_url": "https://europepmc.org/articles/PMC13681140?pdf=render",
  "pmcid": "PMC13681140",
  "pmid": "42888643",
  "published": "2026-10-01",
  "publisher": null,
  "ris": "https://research.draconitic.com/paper/eaahn7dpe4v2e.ris",
  "sources": [
    {
      "first_seen": "2026-10-30T12:19:00Z",
      "native_id": "MED:42888643",
      "source": "europepmc",
      "url": "https://europepmc.org/article/MED/42888643"
    }
  ],
  "subjects": [
    {
      "field": "medicine",
      "origin": "journal-openalex:F27",
      "subfield": "general"
    }
  ],
  "title": "Association of one-stop administrative and logistics services with patient satisfaction in smart hospitals: A multicenter cross-sectional study.",
  "title_text": "Association of one-stop administrative and logistics services with patient satisfaction in smart hospitals: A multicenter cross-sectional study.",
  "type": "peer-reviewed",
  "updated_at": "2026-10-30T12:19:00Z",
  "url": "https://research.draconitic.com/paper/eaahn7dpe4v2e",
  "venue": "Medicine",
  "versions": []
}