Patient Satisfaction With a One-Stop Service Center in a Tertiary Hospital: A Cross-Sectional Study.

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 (r = 0.992, p < 0.001) and communication quality (r = 0.934, p < 0.001) were strongly associated with overall satisfaction. Hierarchical regression further identified both as significant independent predictors: one-stop convenience (β = 0.767, p < 0.01) and communication quality (β = 0.254, p < 0.01), together explaining 99.9% of the variance in satisfaction (R ² = 0.999). In contrast, demographic variables (age, gender) and binary waiting time (on-time vs. delayed) were not significant in the multivariable model (all p > 0.05). Among the respondents, 94.69% (962/1016) expressed high recognition of the environmental convenience, and within this group, the excellent satisfaction rate reached 96.67%.

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.