Service experiences of hospitalized patients and family members with the "one-stop" smart admission and discharge service: a descriptive qualitative study.

Abstract

Background: To improve institutional healthcare quality and enhance the service delivery experiences of hospitalized patients and family members, it is essential to identify and address their core experiential needs at both the systemic and individual levels. Admission and discharge are critical points in the hospital service chain that significantly shape overall service experience. Traditional workflows are often fragmented and inefficient, resulting in reduced patient satisfaction and service efficiency. In response, a "one-stop" smart admission and discharge service was introduced in a tertiary hospital in Qingdao, China. It integrated digital functions, including registration, inpatient payment, insurance processing, and discharge settlement, into a streamlined, patient-centered system. This study aimed to identify the core experiential dimensions of this service from the perspectives of patients and family members. It offers practical insights for service optimization and digital health innovation.

Methods: A descriptive qualitative study was conducted between February and April 2024. Semi-structured interviews were performed with 11 patients and 12 family members across four inpatient departments. Data were analyzed using Colaizzi's seven-step phenomenological method. The Consolidated Criteria for Reporting Qualitative Research (COREQ) checklist was applied to guide reporting and ensure methodological rigor.

Results: Two overarching themes emerged: (1) perceived benefits of the service for patients and family members, including improved procedural efficiency, reduced non-medical waiting time, and enhanced convenience; and (2) perceived areas for improvement of the "one-stop" smart admission and discharge service, such as limited digital support for older adults, occasional system instability, and insufficient integration with insurance platforms.

Conclusions: The service was generally perceived positively by patients and family members, who appreciated its efficiency and convenience. However, several practical challenges were identified. Enhancing user support, particularly for vulnerable groups, and strengthening system stability, financial security, and interoperability through stakeholder collaboration may further optimize patient-centered care delivery in digital health contexts.