Improvement of outpatient service processes: a case study of the university of Hong Kong-Shenzhen hospital

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.