ArticleHealth science reports2026
Patient Satisfaction With a One-Stop Service Center in a Tertiary Hospital: A Cross-Sectional Study.
Article in Health science reports, 2026. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.
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5 authors.
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Abstract
Objective: To investigate the current status of outpatient satisfaction and its key influencing factors under the "One-Stop" service model, providing an empirical basis for optimizing outpatient service processes and enhancing operational efficiency. Methods: A cross-sectional survey was conducted from March to April 2025, selecting 1016 outpatients (or their family members) from 15 departments in our hospital. The Patient Satisfaction Questionnaire (PSQ) was used for investigation, covering basic patient information, appointment experience, quality of doctor-patient communication, and overall satisfaction. One-stop service convenience (11 items) and communication quality (4 items) were extracted as composite scores. Data were analyzed using SPSS version 27.0, employing descriptive statistics, Pearson's correlation, and hierarchical linear regression to identify independent predictors of satisfaction. Results: The overall satisfaction level among outpatients was relatively high, at 89.17% (906/1016). Pearson's correlation analysis revealed that both one-stop convenience ( Conclusion: The "One-Stop" service model can effectively enhance outpatient satisfaction. Service process efficiency (one-stop convenience) is the dominant driver of satisfaction, while the quality of doctor-patient communication serves as a distinct and complementary contributor. Environmental convenience remains a foundational element. These three factors should be key focuses in the continuous improvement of healthcare quality.
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