Association of one-stop administrative and logistics services with patient satisfaction in smart hospitals: A multicenter cross-sectional study.
4 affiliations
- 1Party Committee Office, Shijie Hospital, Dongguan, China.
- 2Party Committee Office, Dongguan Songshan Lake Central Hospital, Dongguan, China.
- 3Finance Office, Shijie Hospital, Dongguan, China.
- 4Party Committee Office, Dongguan Humen Hospital, Dongguan, China.
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.
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BibTeX
@article{cai2026association,
title = {{Association of one-stop administrative and logistics services with patient satisfaction in smart hospitals: A multicenter cross-sectional study.}},
author = {Yerong Cai and Meixing Li and Zifen Deng and Lishu Luo},
journal = {Medicine},
year = {2026},
month = oct,
doi = {10.1097/md.0000000000051204},
url = {https://europepmc.org/article/MED/42888643},
note = {CC BY-NC},
}
RIS
TY - JOUR
TI - Association of one-stop administrative and logistics services with patient satisfaction in smart hospitals: A multicenter cross-sectional study.
AU - Yerong Cai
AU - Meixing Li
AU - Zifen Deng
AU - Lishu Luo
PY - 2026
DA - 2026/10/01
JO - Medicine
DO - 10.1097/md.0000000000051204
UR - https://europepmc.org/article/MED/42888643
AB - 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.
SN - 0304-5412
SN - 1536-5964
ER -