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Publication Detailed Description
Improvement of outpatient service processes: A case study of the university of Hong Kong-Shenzhen hospital
Journal Title
Health and Technology
Year (definitive publication)
2023
Language
English
Country
Germany
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Abstract
Purpose: This work presents a case study of the University of Hong Kong-Shenzhen Hospital (HKU-SZH), which was the first to implement an outpatient appointments registration system. The research question is to determine which factors influence patient satisfaction most.
Methods: The study provides an anatomy of the hospital outpatient process through various methods and theories, including a literature review, field research, expert consultation, business process improvement (BPI) theory and information technology, with the aim of identifying the objectives and strategies of the hospital for improving its outpatient process. A quantitative analysis was performed using a questionnaire survey to identify the defects and weaknesses of the current model. The principles, methods and techniques of BPI theory are used to analyse various problems existing in the outpatient process and the extent of their influence. A structural equation model has been established for scientific and quantitative analysis, which can help identify the goals of optimization and measure improvement in the outpatient process and patient satisfaction.
Results: It was determined the source of inefficiency of the current outpatient service process. By means of outpatient process improvement, the study aims to increase the hospital’s efficiency and raise the level of patient satisfaction so that it may enhance its comprehensive competence. In addition, an effective and operable methodology will be generated, which is expected to serve as a reference for other hospitals to improve their operation and management.
Conclusions: It was found that service attitude, service value and waiting time have a significant influence on patient satisfaction.
Acknowledgements
Portuguese Foundation for Science and Technology (Grant UID/GES/00315/2019) and ISTAR Projects: UIDB/04466/2020 and UIDP/04466/2020.
Keywords
Outpatient process,Business process reengineering,Information Technology,Local adaptation,Hospitals,China
Fields of Science and Technology Classification
- Computer and Information Sciences - Natural Sciences
Funding Records
| Funding Reference | Funding Entity |
|---|---|
| UIDB/04466/2020 | Fundação para a Ciência e a Tecnologia |
| UID/GES/00315/2019 | Fundação para a Ciência e a Tecnologia |
| UIDP/04466/2020 | Fundação para a Ciência e a Tecnologia |
Related Projects
This publication is an output of the following project(s):
Contributions to the Sustainable Development Goals of the United Nations
With the objective to increase the research activity directed towards the achievement of the United Nations 2030 Sustainable Development Goals, the possibility of associating scientific publications with the Sustainable Development Goals is now available in Ciência-IUL. These are the Sustainable Development Goals identified by the author(s) for this publication. For more detailed information on the Sustainable Development Goals, click here.
